UseCases/Current/GenesysEngage-onpremises/EE26 - Revision history

Shane.landy@genesys.com: UCC: Moved platform assumptions under general assumptions

2021-02-25T17:41:35Z

UCC: Moved platform assumptions under general assumptions

Shane.landy@genesys.com: UCC: Updated Occupancy benefit to Utilization

2021-01-29T14:39:31Z

UCC: Updated Occupancy benefit to Utilization

Shlandy93 at 14:13, September 21, 2020

2020-09-21T14:13:19Z

Shlandy93 at 17:02, July 15, 2020

2020-07-15T17:02:56Z

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/EE26 to UseCases/Current/GenesysEngage-onpremises/EE26: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:33Z

WikiSysop moved page UseCases/Current/PureEngage/EE26 to UseCases/Current/GenesysEngage-onpremises/EE26: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 12:22, April 14, 2020

2020-04-14T12:22:59Z

Shlandy93 at 12:26, March 31, 2020

2020-03-31T12:26:33Z

Shlandy93 at 10:49, March 30, 2020

2020-03-30T10:49:15Z

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

2020-01-20T22:38:12Z

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

Bgrenon: 1 revision imported

2019-04-24T12:24:06Z

1 revision imported

@@ Line 71: / Line 71: @@
 The Genesys WFM product contains a number of out-of-the-box real-time reporting elements. Details can be found in the [https://docs.genesys.com/Documentation/WM/latest/Admin/Welcome Workforce Management Administrator Guide].
 |HistoricalReporting=The Genesys WFM product contains a number of out-of-the-box historical reporting elements. Details can be found in the [https://docs.genesys.com/Documentation/WM/latest/Admin/Welcome Workforce Management Administrator Guide].
 |RequiresAll=EE01, EE02
 |RequiresOr=BO02, BO03, BO04
-|PremiseAssumptionsAdditional=This use case is available in Premise
+|DocVersion=v 1.1.3
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Scheduling the most skilled individuals to handle each type of work improves employee utilization. Accurate forecasting, scheduling and performance monitoring for back office staff also improves employee utilization.
 }}{{SMART Benefits

@@ Line 71: / Line 71: @@
 The Genesys WFM product contains a number of out-of-the-box real-time reporting elements. Details can be found in the [https://docs.genesys.com/Documentation/WM/latest/Admin/Welcome Workforce Management Administrator Guide].
 |HistoricalReporting=The Genesys WFM product contains a number of out-of-the-box historical reporting elements. Details can be found in the [https://docs.genesys.com/Documentation/WM/latest/Admin/Welcome Workforce Management Administrator Guide].
 |RequiresAll=EE01, EE02
-|RequiresOr=BO02, BO03, BO04, SL05
+|RequiresOr=BO02, BO03, BO04
 |PremiseAssumptionsAdditional=This use case is available in Premise
 |CloudAssumptionsAdditional=This use case is available in the Cloud.
 }}

@@ Line 25: / Line 25: @@
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessImage=https://www.lucidchart.com/documents/edit/e01e5eab-dde8-434b-a78f-9270dd8efca1/0
-|BusinessFlowDescription=====Forecasting Flow Description====
+|BusinessFlowDescription=Forecasting Flow Description
-* Step 1: Validate that the historical data has been collected and stored accurately.
+*Step 1: Validate that the historical data has been collected and stored accurately.
-* Step 2: Workforce Planner or Supervisor creates or edits a forecast scenario.
+*Step 2: Workforce Planner or Supervisor creates or edits a forecast scenario.
-** Workforce Planner or Supervisor uses the Forecasting Build Wizard to build a volume forecast.
+**Workforce Planner or Supervisor uses the Forecasting Build Wizard to build a volume forecast.
-** Workforce Planner or Supervisor uses the Staffing Build Wizard to determine the requirements.
+**Workforce Planner or Supervisor uses the Staffing Build Wizard to determine the requirements.
-** Authorized user can modify the forecast.
+**Authorized user can modify the forecast.
-* Step 3:The Forecast Scenario is then published to the Master Forecast.
+*Step 3:The Forecast Scenario is then published to the Master Forecast.
-* Step 4:Forecaster notifies the scheduler that the Master forecast is published.
+*Step 4:Forecaster notifies the scheduler that the Master forecast is published.
-* Step 5:Scheduler creates the Schedule Scenario.
+Scheduling Flow Description
 * Step 6:Scheduler builds the schedule.
-* Step 7:Scheduler publishes the schedule scenario to the Master Schedule.
+*Step 5:Scheduler creates the Schedule Scenario.
 ====Intraday Flow Description====
-* Step 8:The forecasters, schedulers, planners, or supervisors manage adds, moves, and changes to existing schedules based on their individual access rights.
+*Step 8:The forecasters, schedulers, planners, or supervisors manage adds, moves, and changes to existing schedules based on their individual access rights.
-* Step 9:Agents are notified of changes via email.
+*Step 9:Agents are notified of changes via email.
-* Step 10:Scheduler and Forecaster evaluate accuracy of forecast to actual and adjust accordingly.
+*Step 10:Scheduler and Forecaster evaluate accuracy of forecast to actual and adjust accordingly.
-* Step 11:Supervisors can monitor the adherence of the agents in their team to the published schedule.
+*Step 11:Supervisors can monitor the adherence of the agents in their team to the published schedule.
 }}{{SMART BusinessImageFlow
-|BusinessFlow=====Digital and back office flow====
+|BusinessFlow='''Digital and back office flow'''
 |BusinessImage=https://www.lucidchart.com/documents/edit/a2f179e8-6c42-4fcd-8b04-9dd2a2807ed8/0
 }}
@@ Line 70: / Line 71: @@
 The Genesys WFM product contains a number of out-of-the-box real-time reporting elements. Details can be found in the [https://docs.genesys.com/Documentation/WM/latest/Admin/Welcome Workforce Management Administrator Guide].
 |HistoricalReporting=The Genesys WFM product contains a number of out-of-the-box historical reporting elements. Details can be found in the [https://docs.genesys.com/Documentation/WM/latest/Admin/Welcome Workforce Management Administrator Guide].
 |RequiresAll=EE01, EE02
 |RequiresOr=BO02, BO03, BO04, SL05
 |PremiseAssumptionsAdditional=This use case is available in Premise
 |CloudAssumptionsAdditional=This use case is available in the Cloud.
 }}

@@ Line 70: / Line 70: @@
 The Genesys WFM product contains a number of out-of-the-box real-time reporting elements. Details can be found in the [https://docs.genesys.com/Documentation/WM/latest/Admin/Welcome Workforce Management Administrator Guide].
 |HistoricalReporting=The Genesys WFM product contains a number of out-of-the-box historical reporting elements. Details can be found in the [https://docs.genesys.com/Documentation/WM/latest/Admin/Welcome Workforce Management Administrator Guide].
 |RequiresAll=EE01, EE02
-|RequiresOr=BO01, BO02, BO03, BO04, BO05
+|RequiresOr=BO02, BO03, BO04, SL05
 |PremiseAssumptionsAdditional=This use case is available in Premise
 |CloudAssumptionsAdditional=This use case is available in the Cloud.
 }}

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

@@ Line 22: / Line 22: @@
 |MaturityLevel=Defined
 |SellableItems=Genesys Workforce Management
-|CloudAssumptionsAdditional_Sales=* IWD is not available in the Cloud
+|PremiseAssumptionsAdditional_Sales=*This use case is available on Premise
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessImage=https://www.lucidchart.com/documents/edit/e01e5eab-dde8-434b-a78f-9270dd8efca1/0

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