UseCases/Current/GenesysEngage-onpremises/EE17 - Revision history

Shane.landy@genesys.com: UCC: Updated benefits to align with calculators

2021-02-16T12:48:16Z

UCC: Updated benefits to align with calculators

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/EE17 to UseCases/Current/GenesysEngage-onpremises/EE17: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:28Z

WikiSysop moved page UseCases/Current/PureEngage/EE17 to UseCases/Current/GenesysEngage-onpremises/EE17: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 15:11, April 16, 2020

2020-04-16T15:11:08Z

Shlandy93 at 15:02, April 14, 2020

2020-04-14T15:02:54Z

Bgrenon: Text replacement - "\|SMART_HybridAssumptions={{SMART HybridAssumptions \|Hybrid_Assumption=(.*) }}" to "|DocVersion=$1"

2020-01-20T20:57:16Z

Text replacement - "\|SMART_HybridAssumptions={{SMART HybridAssumptions \|Hybrid_Assumption=(.*) }}" to "|DocVersion=$1"

Shlandy93 at 17:42, July 9, 2019

2019-07-09T17:42:08Z

Bgrenon: 1 revision imported

2019-04-24T12:24:04Z

1 revision imported

Shlandy93: Published

2019-04-24T12:24:03Z

Published

WikiSysop: 1 revision imported: Updating for Maturity Level

2019-04-22T13:10:42Z

1 revision imported: Updating for Maturity Level

Shlandy93 at 10:00, April 22, 2019

2019-04-22T10:00:00Z

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Agent Competency
 |UCBenefit=Real-time competency monitoring ensures that only employees with the required skills and capability are engaging with customers. Monitoring of individual agent capabilities and skills provides a basis for automating development journeys.
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Improved visibility of partner performance enables the organization to drive improvements in the experience provided to customers.
 }}
 |UCOverview=This use case builds on top of use case {{#mintydocs_link:topic=EE16}} to enable your organization to manage outsourcer performance and commitment towards employee development and engagement. This provides a holistic view of each outsourcer's performance, skills, and capability, benchmarking them against internal performance or even other outsource centers.
@@ Line 19: / Line 15: @@
 *'''Individual employee capability monitoring''' – Monitoring the skill levels of individual employees provides clarity around employee capability and allows for individual automated development journeys.
 |UCSummary=Delivers a set of capabilities that allow the organization to have visibility and manage the skills and capability across multiple outsourcers.
 |PainPoints=* No visibility of partner competency
 * Inconsistent partner performance
@@ Line 28: / Line 23: @@
 * Ability to monitor individual employees capability and automated their customized development journeys.
 * Ability to tracking learning completion and measure learning initiatives effectiveness against business performance.
 |MaturityLevel=Consistent
 |SellableItems=No sellable items, Please reference prerequisits
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
 * The full use case outlined here is available in the cloud.
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * The full use case outlined here is available on premise.
@@ Line 55: / Line 46: @@
 Business rules must be set up to provide remedial training based on Agent DNA triggers below a certain score parameter.
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=N/A
@@ Line 62: / Line 52: @@
 |RealTimeReporting=N/A
 |HistoricalReporting=The Genesys PDNA product contains a number of out-of-the-box reports. See the [https://docs.genesys.com/Special:Repository/85_skillsassessor_administrator.pdf?id=b3e6b461-2253-47c4-ae72-27f4656186c7 Skills Assessor (PDNA) Administration Guide] for details.
 |RequiresAll=EE16
-|RequiresOr=
+|GeneralAssumptions=* Performance DNA solution is offered to On-Premise customers from a standalone cloudin a Cloud-only supporting Hybrid Architecture. A minimum of 200 agent seats are required to deploy a local standalone (independent) instance.
 * KPI/Org data availability is mandatory for setting up the Performance DNA base configuration.
-|SMART_CloudAssumptions=
+|CloudAssumptionsAdditional=<span><span></span></span><span></span>
 |DocVersion=v 1.2.4
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Agent Competency
 |UCBenefit=Real-time competency monitoring ensures that only employees with the required skills and capability are engaging with customers. Monitoring of individual agent capabilities and skills provides a basis for automating development journeys.
 }}{{SMART Benefits
-|UCBenefitID=Improved Customer Experience
+|UCBenefitID=Improved Net Promoter Score
 |UCBenefit=Improved visibility of partner performance enables the organization to drive improvements in the experience provided to customers.
 }}
 |UCOverview=This use case builds on top of use case {{#mintydocs_link:topic=EE16}} to enable your organization to manage outsourcer performance and commitment towards employee development and engagement. This provides a holistic view of each outsourcer's performance, skills, and capability, benchmarking them against internal performance or even other outsource centers.
 This use case focuses on:
 * '''Real-time competency monitoring''' – Introduces speed to competency certification to ensure that only employees with the required core skills are speaking to customers.
-* '''Visibility of partner performance''' – Ability to compare the high-level capabilities of each partner, providing insights to drive strategic performance improvement strategies.
+*'''Real-time competency monitoring''' – Introduces speed to competency certification to ensure that only employees with the required core skills are speaking to customers.
-* '''Individual employee capability monitoring''' – Monitoring the skill levels of individual employees provides clarity around employee capability and allows for individual automated development journeys.
+*'''Visibility of partner performance''' – Ability to compare the high-level capabilities of each partner, providing insights to drive strategic performance improvement strategies.
 |UCSummary=Delivers a set of capabilities that allow the organization to have visibility and manage the skills and capability across multiple outsourcers.
 |PainPoints=* No visibility of partner competency
 * Inconsistent partner performance
@@ Line 22: / Line 28: @@
 * Ability to monitor individual employees capability and automated their customized development journeys.
 * Ability to tracking learning completion and measure learning initiatives effectiveness against business performance.
 |MaturityLevel=Consistent
 |SellableItems=No sellable items, Please reference prerequisits
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
 * The full use case outlined here is available in the cloud.
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * The full use case outlined here is available on premise.
@@ Line 45: / Line 55: @@
 Business rules must be set up to provide remedial training based on Agent DNA triggers below a certain score parameter.
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=N/A
@@ Line 51: / Line 62: @@
 |RealTimeReporting=N/A
 |HistoricalReporting=The Genesys PDNA product contains a number of out-of-the-box reports. See the [https://docs.genesys.com/Special:Repository/85_skillsassessor_administrator.pdf?id=b3e6b461-2253-47c4-ae72-27f4656186c7 Skills Assessor (PDNA) Administration Guide] for details.
 |RequiresAll=EE16
 |PremiseAssumptionsAdditional=* Performance DNA solution is offered to On-Premise customers from <span>a standalone cloud</span>in a Cloud-only supporting Hybrid Architecture. A minimum of 200 agent seats are required to deploy a local standalone (independent) instance.
 * KPI/Org data availability is mandatory for setting up the Performance DNA base configuration.
 |CloudAssumptionsAdditional=* <span><span>Performance DNA is</span><span></span>currently offered in a standalone cloud. A minimum of 200 agent seats are required to deploy a local standalone (independent) instance in the regions of the client.</span>
 <span></span>
 * <span>The Performance DNA team recommends that a pre-sales activity for gathering inputs on the KPI data needed by the customer be performed before deployment.</span>
 |DocVersion=v 1.2.4
 }}

@@ Line 22: / Line 22: @@
 * Ability to monitor individual employees capability and automated their customized development journeys.
 * Ability to tracking learning completion and measure learning initiatives effectiveness against business performance.
 |SellableItems=No sellable items, Please reference prerequisits
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
@@ Line 50: / Line 51: @@
 |RealTimeReporting=N/A
 |HistoricalReporting=The Genesys PDNA product contains a number of out-of-the-box reports. See the [https://docs.genesys.com/Special:Repository/85_skillsassessor_administrator.pdf?id=b3e6b461-2253-47c4-ae72-27f4656186c7 Skills Assessor (PDNA) Administration Guide] for details.
 |RequiresAll=EE16
-|PremiseAssumptionsAdditional=* Performance DNA solution is offered to On-Premise customers from a standalone cloud in a Cloud-only supporting Hybrid Architecture. A minimum of 200 agent seats are required to deploy a local standalone (independent) instance.
+|PremiseAssumptionsAdditional=* Performance DNA solution is offered to On-Premise customers from <span>a standalone cloud</span>in a Cloud-only supporting Hybrid Architecture. A minimum of 200 agent seats are required to deploy a local standalone (independent) instance.
 * KPI/Org data availability is mandatory for setting up the Performance DNA base configuration.
-|CloudAssumptionsAdditional=* Performance DNA is currently offered in a standalone cloud. A minimum of 200 agent seats are required to deploy a local standalone (independent) instance in the regions of the client.
+|CloudAssumptionsAdditional=* <span><span>Performance DNA is</span><span></span>currently offered in a standalone cloud. A minimum of 200 agent seats are required to deploy a local standalone (independent) instance in the regions of the client.</span>
-* The Performance DNA team recommends that a pre-sales activity for gathering inputs on the KPI data needed by the customer be performed before deployment.
+<span></span>
 }}

@@ Line 50: / Line 50: @@
 |RealTimeReporting=N/A
 |HistoricalReporting=The Genesys PDNA product contains a number of out-of-the-box reports. See the [https://docs.genesys.com/Special:Repository/85_skillsassessor_administrator.pdf?id=b3e6b461-2253-47c4-ae72-27f4656186c7 Skills Assessor (PDNA) Administration Guide] for details.
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+|DocVersion=v 1.2.4
 |RequiresAll=EE16
 |PremiseAssumptionsAdditional=* Performance DNA solution is offered to On-Premise customers from a standalone cloud in a Cloud-only supporting Hybrid Architecture. A minimum of 200 agent seats are required to deploy a local standalone (independent) instance.

@@ Line 22: / Line 22: @@
 * Ability to monitor individual employees capability and automated their customized development journeys.
 * Ability to tracking learning completion and measure learning initiatives effectiveness against business performance.
 |SellableItems=No sellable items, Please reference prerequisits
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
@@ Line 51: / Line 50: @@
 |RealTimeReporting=N/A
 |HistoricalReporting=The Genesys PDNA product contains a number of out-of-the-box reports. See the [https://docs.genesys.com/Special:Repository/85_skillsassessor_administrator.pdf?id=b3e6b461-2253-47c4-ae72-27f4656186c7 Skills Assessor (PDNA) Administration Guide] for details.
 |SMART_HybridAssumptions={{SMART HybridAssumptions
-|Hybrid_Assumption=v 1.2.3
+|Hybrid_Assumption=v 1.2.4
 }}
 }}

← Older revision	Revision as of 11:29, July 15, 2020
(No difference)

← Older revision	Revision as of 12:24, April 24, 2019
(No difference)

← Older revision	Revision as of 13:10, April 22, 2019
(No difference)

← Older revision	Revision as of 10:00, April 22, 2019
(No difference)