UseCases/Current/PureConnect/EE03 - Revision history

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

2021-11-09T21:16:58Z

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"

2021-11-09T21:07:18Z

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

Shane.landy@genesys.com at 13:50, December 14, 2020

2020-12-14T13:50:37Z

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

2020-07-15T12:03:28Z

Text replacement - "PureEngage" to "Genesys Engage"

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

2020-01-20T20:46:11Z

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

Shlandy93: Created page with "{{SMART UseCase |ID=EE03 |Title=Genesys Shrinkage Management |Offering=PureConnect |UCIntro=The Optimizer Use Case for PureConnect is not available. Please reference the [http..."

2019-10-29T12:10:02Z

Created page with "{{SMART UseCase |ID=EE03 |Title=Genesys Shrinkage Management |Offering=PureConnect |UCIntro=The Optimizer Use Case for PureConnect is not available. Please reference the [http..."

New page

{{SMART UseCase
|ID=EE03
|Title=Genesys Shrinkage Management
|Offering=PureConnect
|UCIntro=The Optimizer Use Case for PureConnect is not available. Please reference the [https://all.docs.genesys.com/UseCases/Current/PureEngage/EE03 Genesys Shrinkage Management (EE03) for PureEngage] product and use case as a Workforce Engagement Management option.
|PainPoints=* Inability to consistently meet SLA across activities and work types
* Inability to track/manage shrinkage as part of the forecast process
* Low customer satisfaction due to excessive wait times and low first contact resolution
* Low employee engagement due to high work pressure, receiving interaction types they cannot handle and ever changing schedules
* High workforce costs due to overstaffing
* Poor CX due to understaffing
* Real performance/SLA not in line with forecast/schedule prediction
|DesiredState=* Create an accurate forecast across all activities/queues that includes ability to track shrinkage by using a template or manually entering shrinkage data
* Gain better insight into effectiveness of several forecasting/scheduling scenarios
* Automatically gather shrinkage data for accurate forecasting from contact center platform
* Real time insight into cross channel intraday SLA & schedule adherence

|MaturityLevel=Consistent
|CloudAssumptionsAdditional_Sales=* The full use case outlined here is available on premise.
|PremiseAssumptionsAdditional_Sales=* The full use case outlined here is available in the cloud.
|SMART_HybridAssumptions={{SMART HybridAssumptions
|Hybrid_Assumption=V 1.0.0
}}
}}

@@ Line 3: / Line 3: @@
 |Title=Genesys Shrinkage Management
 |Offering=PureConnect
-|UCIntro=The Optimizer Use Case for PureConnect is not available. Please reference the {{Link-SomewhereInThisVersion|manual=GenesysEngage-onpremises|topic=EE03|display text=Genesys Shrinkage Management (EE03) for Gxxx Exxx on-premises}} product and use case as a Workforce Engagement Management option.
+|UCIntro=The Optimizer Use Case for PureConnect is not available. Please reference the {{Link-SomewhereInThisVersion|manual=GenesysEngage-onpremises|topic=EE03|display text=Genesys Shrinkage Management (EE03) for Genesys Engage on-premises}} product and use case as a Workforce Engagement Management option.
 |PainPoints=* Inability to consistently meet SLA across activities and work types
 * Inability to track/manage shrinkage as part of the forecast process

@@ Line 19: / Line 19: @@
 |CloudAssumptionsAdditional_Sales=* The full use case outlined here is available on premise.
 |PremiseAssumptionsAdditional_Sales=* The full use case outlined here is available in the cloud.
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+|DocVersion=V 1.0.0
 }}