UseCases/Current/GenesysEngage-onpremises/EE28 - Revision history

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

2021-02-16T12:51:10Z

UCC: Updated benefits to align with calculators

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

2021-01-29T14:40:43Z

UCC: Updated Occupancy benefit to Utilization

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/EE28 to UseCases/Current/GenesysEngage-onpremises/EE28: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:27Z

WikiSysop moved page UseCases/Current/PureEngage/EE28 to UseCases/Current/GenesysEngage-onpremises/EE28: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 15:16, April 16, 2020

2020-04-16T15:16:00Z

Shlandy93 at 10:51, March 30, 2020

2020-03-30T10:51:55Z

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

2020-01-20T20:41:49Z

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

Bgrenon: 1 revision imported

2019-04-24T12:24:07Z

1 revision imported

Shlandy93: Published

2019-04-24T12:24:07Z

Published

WikiSysop: 1 revision imported: Updating for Maturity Level

2019-04-22T13:10:45Z

1 revision imported: Updating for Maturity Level

Bgrenon: 1 revision imported

2019-04-22T10:00:00Z

1 revision imported

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Employee Utilization
 |UCBenefit=Schedulers can ensure that certain types of tasks are incorporated into the agent's day and when those tasks are performed.
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Schedulers can prioritize activities by type of work so that non-customer facing tasks do not negatively impact the customer experience.
 }}
 |UCOverview=Some customer experience environments need to control the scheduling and sequencing of specific tasks. For example, schedulers may wish to control which activities, channels, or tasks are worked on together or individually.
 Task sequencing allows the administrators and management teams to utilize workforce management to create sequences of events that can be scheduled on a regular basis, removing the need for multiple edits to align schedules to sequencing requirements.
 |UCSummary=Task Sequences guarantee that a specific period of time is spent on specified types of work throughout the day.
 |PainPoints=* Cannot define specific times for agent's to perform unique tasks that MUST be performed that otherwise wouldn't be scheduled. (Manual outbound dialing, email-box cleanup, TPS reports, manual correspondence, etc...)
 * Cannot optimize agents to do certain tasks only when they are not needed for higher priority work
 * Cannot anchor certain tasks to the beginning or end of an agent's schedule regardless of specific start and end times
 |DesiredState=* <span style="display: inline !important; float: none; background-color: transparent; color: rgb(0, 0, 0); font-family: Calibri,Calibri_MSFontService,Sans-Serif; font-size: 15.8px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: 0px; line-height: 0px; -ms-touch-select: none; -ms-user-select: text; orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">Configure and implement Task Sequences</span>
 |MaturityLevel=Defined
 |SellableItems=Genesys Workforce Management
 |CloudAssumptionsAdditional_Sales=* This use case is available in Cloud
 |PremiseAssumptionsAdditional_Sales=* This use case is available in Premise
 |BusinessImageFlow={{SMART BusinessImageFlow
@@ Line 51: / Line 42: @@
 * What order should the tasks occur in during the day?
 * Do they need to be anchored to the start or end of the shift?
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=Genesys WFM Web Supervisor is a browser-based UI that requires a Java applet. Access control for specific roles (such as Planners, Supervisors, Forecasters, and Schedulers) is handled via User Security configuration.
@@ Line 69: / Line 59: @@
 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].
 |RequiresOr=EE01, EE02, EE26
 |DocVersion=v 1.0.3
 }}

@@ Line 4: / Line 4: @@
 |Offering=
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Schedulers can ensure that certain types of tasks are incorporated into the agent's day and when those tasks are performed.
 }}{{SMART Benefits

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Employee Occupancy
 |UCBenefit=Schedulers can ensure that certain types of tasks are incorporated into the agent's day and when those tasks are performed.
 }}{{SMART Benefits
-|UCBenefitID=Improved Customer Experience
+|UCBenefitID=Improved Net Promoter Score
 |UCBenefit=Schedulers can prioritize activities by type of work so that non-customer facing tasks do not negatively impact the customer experience.
 }}
 |UCOverview=Some customer experience environments need to control the scheduling and sequencing of specific tasks. For example, schedulers may wish to control which activities, channels, or tasks are worked on together or individually.
 Task sequencing allows the administrators and management teams to utilize workforce management to create sequences of events that can be scheduled on a regular basis, removing the need for multiple edits to align schedules to sequencing requirements.
 |UCSummary=Task Sequences guarantee that a specific period of time is spent on specified types of work throughout the day.
 |PainPoints=* Cannot define specific times for agent's to perform unique tasks that MUST be performed that otherwise wouldn't be scheduled. (Manual outbound dialing, email-box cleanup, TPS reports, manual correspondence, etc...)
 * Cannot optimize agents to do certain tasks only when they are not needed for higher priority work
 * Cannot anchor certain tasks to the beginning or end of an agent's schedule regardless of specific start and end times
 |DesiredState=* <span style="display: inline !important; float: none; background-color: transparent; color: rgb(0, 0, 0); font-family: Calibri,Calibri_MSFontService,Sans-Serif; font-size: 15.8px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: 0px; line-height: 0px; -ms-touch-select: none; -ms-user-select: text; orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">Configure and implement Task Sequences</span>
 |MaturityLevel=Defined
 |SellableItems=Genesys Workforce Management
 |CloudAssumptionsAdditional_Sales=* This use case is available in Cloud
 |PremiseAssumptionsAdditional_Sales=* This use case is available in Premise
 |BusinessImageFlow={{SMART BusinessImageFlow
@@ Line 42: / Line 51: @@
 * What order should the tasks occur in during the day?
 * Do they need to be anchored to the start or end of the shift?
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=Genesys WFM Web Supervisor is a browser-based UI that requires a Java applet. Access control for specific roles (such as Planners, Supervisors, Forecasters, and Schedulers) is handled via User Security configuration.
@@ Line 59: / Line 69: @@
 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].
 |RequiresOr=EE01, EE02, EE26
 |CloudAssumptionsAdditional=This Use Case is Available in the Cloud
 |DocVersion=v 1.0.3
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Employee Utilization
+|UCBenefitID=Improved Employee Occupancy
 |UCBenefit=Schedulers can ensure that certain types of tasks are incorporated into the agent's day and when those tasks are performed.
 }}{{SMART Benefits

@@ Line 61: / Line 61: @@
 |RequiresOr=EE01, EE02, EE26
 |CloudAssumptionsAdditional=This Use Case is Available in the Cloud
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+|DocVersion=v 1.0.3
 }}

← 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)