UseCases/Current/PureConnect/EE01 - Revision history

Ed.jamer@genesys.com: Text replacement - "Gxxx Exxx on-premises" to "Genesys Engage on-premises"

2021-11-09T21:18:14Z

Text replacement - "Gxxx Exxx on-premises" to "Genesys Engage on-premises"

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [oO]n-[pP]remises" to "Gxxx Exxx on-premises"

2021-11-09T21:07:17Z

Text replacement - "Genesys Engage [oO]n-[pP]remises" to "Gxxx Exxx on-premises"

Shane.landy@genesys.com at 13:20, December 14, 2020

2020-12-14T13:20:49Z

WikiSysop: Text replacement - "PureEngage" to "Genesys Engage"

2020-07-15T12:03:51Z

Text replacement - "PureEngage" to "Genesys Engage"

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

2020-01-20T21:06:11Z

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

Shlandy93 at 12:36, October 29, 2019

2019-10-29T12:36:33Z

Shlandy93 at 11:54, October 29, 2019

2019-10-29T11:54:30Z

Shlandy93: Created page with "{{SMART UseCase |ID=EE01 |Title=Genesys Workforce Scheduling for Voice |Offering=PureConnect |UCIntro=The Optimizer Use Case for PureConnect is not available. Please ref..."

2019-10-29T11:53:11Z

Created page with "{{SMART UseCase |ID=EE01 |Title=Genesys Workforce Scheduling for Voice |Offering=PureConnect |UCIntro=<span>The Optimizer Use Case for PureConnect is not available. Please ref..."

New page

{{SMART UseCase
|ID=EE01
|Title=Genesys Workforce Scheduling for Voice
|Offering=PureConnect
|UCIntro=<span>The Optimizer Use Case for PureConnect is not available. Please reference the [https://repository.docs.genesys.com/Draft:UseCases/Current/PureEngage/EE01 Genesys Workforce Scheduling for Voice (EE01)] product and use case as a Workforce Engagement Management option.</span>
|Description=* Determine what the customer benefits will be for integrating with Genesys Workforce Scheduling, above and beyond what the customer had available to them within PureConnect and Interaction Optimizer.
* Determine the number of WFM agents available within the PureConnect system and ensure that the cost of integrating those agents into Genesys Workforce Schedule relieves current painpoints the customer is experience with their current workforce management system.
* Ideal customers for this use case would have > 300 WFM agents
|PainPoints=* Inability to consistently meet SLA
* Low customer satisfaction due to excessive wait times and low first call resolution
* Low employee engagement due to high work pressure, receiving interaction types they cannot handle and ever changing schedules
* High workforce cost due to overstaffing
* Poor CX due to understaffing
* Insufficient data for accurate forecasting
* Real performance/SLA not in line with forecast/schedule prediction
|DesiredState=* Create an accurate forecast and effective schedule across all activities/queues
* Gain better insight into effectiveness of several forecasting/scheduling scenarios
* Report on who is ’out of schedule adherence’ in real time and historically.
* Automatically gather data for accurate forecasting from contact center platform
* Real time insight into intraday SLA & schedule adherence
|MaturityLevel=Consistent
|CloudAssumptionsAdditional_Sales=* The full use case outlined here is available in the cloud.
|PremiseAssumptionsAdditional_Sales=* The full use case outlined here is available on premises.
|SMART_HybridAssumptions={{SMART HybridAssumptions
|Hybrid_Assumption=v 1.0.0
}}
}}

@@ Line 3: / Line 3: @@
 |Title=Genesys Workforce Scheduling for Voice
 |Offering=PureConnect
-|UCIntro=<span>The Optimizer Use Case for PureConnect is not available. Please reference the</span> {{Link-SomewhereInThisVersion|manual=GenesysEngage-onpremises|topic=EE01|display text=Genesys Workforce Scheduling for Voice (EE01) for Gxxx Exxx on-premises}} <span>product and use case as a Workforce Engagement Management option.</span>
+|UCIntro=<span>The Optimizer Use Case for PureConnect is not available. Please reference the</span> {{Link-SomewhereInThisVersion|manual=GenesysEngage-onpremises|topic=EE01|display text=Genesys Workforce Scheduling for Voice (EE01) for Genesys Engage on-premises}} <span>product and use case as a Workforce Engagement Management option.</span>
 |Description=* Determine what the customer benefits will be for integrating with Genesys Workforce Scheduling, above and beyond what the customer had available to them within PureConnect and Interaction Optimizer.
 * Determine the number of WFM agents available within the PureConnect system and ensure that the cost of integrating those agents into Genesys Workforce Schedule relieves current painpoints the customer is experience with their current workforce management system.

@@ Line 22: / Line 22: @@
 |CloudAssumptionsAdditional_Sales=* The full use case outlined here is available in the cloud.
 |PremiseAssumptionsAdditional_Sales=* The full use case outlined here is available on premises.
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+|DocVersion=v 1.0.0
 }}