WE02/Canonical - Revision history

Ed.jamer@genesys.com: Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

2021-11-09T21:28:50Z

Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

Shane.landy@genesys.com: USC: Updated HLF embed code

2021-04-01T11:55:25Z

USC: Updated HLF embed code

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

2021-01-29T16:06:01Z

USC: Updated Occupancy benefit to Utilization

Shane.landy@genesys.com at 12:35, November 19, 2020

2020-11-19T12:35:43Z

Shlandy93 at 15:52, June 17, 2020

2020-06-17T15:52:01Z

Shlandy93 at 10:14, April 27, 2020

2020-04-27T10:14:43Z

Bgrenon: 1 revision imported

2020-03-26T15:34:47Z

1 revision imported

smart_wiki>Shlandy93 at 14:53, March 25, 2020

2020-03-25T14:53:25Z

New page

{{SMART Meta
|ID=WE02
|SolutionCategory=EE
|Solution=Workforce Engagement
|Title=Resource Management
|Subtitle=Optimize workforce planning and scheduling across all channels. Automate forecasting, scheduling and improve employee engagement.
}}
{{SMART Canonical
|PlatformChallenge=Contact centers without the right insights and tools may find it hard to create balanced schedules that prioritize customer experience while considering employee hours, contracts, preferences and labor laws. Optimizing employees’ schedules is a tricky balance between customer experience and higher workforce costs. Without the ability to create forecasts easily and accurately, it’s a challenge to schedule your workforce effectively. Inability to provide employees with tools that incorporate their inputs on work schedules could result in high attrition, disengaged employees and unsatisfied customers.
|PlatformSolution=The goal of resource management is to provide the right balance between business objectives and employee work/life balance. Genesys Cloud automatically gathers interaction data, selects the best forecast methodology, and produces the most mathematically accurate forecast possible(>95%) .

Genesys Cloud schedules can be built for multiple weeks across multiple management units accommodating performance goals, constraints, labour laws and union agreements. Schedule editor allows you to quickly make bulk schedule changes and presents a list of optimized times to insert the activity. Supervisors are able to monitor contact center performance and agent adherence across all management units.

Employees can download and auto-update WFM schedules to a calendar of choice on their mobile device. Native integration with maps helps employee predict the travel time to workplace. Employees can also influence their schedule by making time-off requests and trading shifts.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/a205c2cd-7d88-4429-9a4d-a64f9abb1d01/0
|BuyerPersonas=Contact Center Supervisor / Manager, Head of Operations, Head of Workforce Planning
|QualifyingQuestions=#How do you ensure you are staffed to consistently meet your SLAs across queues on all channels?
#How often do you struggle to find the right balance between understaffing/overstaffing?
#How do you currently create forecasts and schedules?
#How do you ensure you are staffed to consistently meet your SLAs across all channels?
}}
{{SMART DataSheetFlow
|Flow=WFM Admin configures WFM and sets service goals.
}}
{{SMART DataSheetFlow
|Flow=WFM Admin builds workplans, shifts and constraints.
}}
{{SMART DataSheetFlow
|Flow=WFM Admin generates forecasts.
}}
{{SMART DataSheetFlow
|Flow=WFM Admin generates and publishes schedule.
}}
{{SMART DataSheetFlow
|Flow=Intra-day manager monitors performance and makes changes to schedule exceptions as needed.
}}
{{SMART DataSheetFlow
|Flow=Employee request Time-off or/and trades shift.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Overtime Costs
|CanonicalBenefit=Create precise schedules and reduce overtime expenses with more accurate forecasting.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Administration Costs
|CanonicalBenefit=Reduce the time and effort spent on manual planning, creation and updation of schedules by automating these tasks.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Employee Occupancy
|CanonicalBenefit=Use your employees more effectively, with optimal planning across all your channels.
}}

@@ Line 8: / Line 8: @@
 {{SMART Canonical
 |PlatformChallenge=Contact centers without the right insights and tools may find it hard to create balanced schedules that prioritize customer experience while considering employee hours, contracts, preferences and labor laws. Optimizing employees’ schedules is a tricky balance between customer experience and higher workforce costs. Without the ability to create forecasts easily and accurately, it’s a challenge to schedule your workforce effectively.
-|PlatformSolution=The goal of resource management is to provide the right balance between business objectives and employee work/life balance. Genesys Cloud automatically gathers interaction data and produces the most mathematically accurate forecast possible(>95%) . Genesys Cloud schedules can be built for multiple weeks across multiple management units accommodating performance goals, constraints, labour laws and union agreements.
+|PlatformSolution=The goal of resource management is to provide the right balance between business objectives and employee work/life balance. Genesys Cloud CX automatically gathers interaction data and produces the most mathematically accurate forecast possible(>95%) . Genesys Cloud CX schedules can be built for multiple weeks across multiple management units accommodating performance goals, constraints, labour laws and union agreements.
 |PainPoints=<br />

@@ Line 22: / Line 22: @@
 *Automatically gather data for accurate forecasting from contact center platform
 *Real time insight into intraday SLA and schedule adherence
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/a205c2cd-7d88-4429-9a4d-a64f9abb1d01/0
+|HighLevelFlowLucid=a205c2cd-7d88-4429-9a4d-a64f9abb1d01
 |BuyerPersonas=Contact Center Supervisor / Manager, Head of Operations, Head of Workforce Planning
 |QualifyingQuestions=#How do you ensure you are staffed to consistently meet your SLAs across queues on all channels?

@@ Line 7: / Line 7: @@
 }}
 {{SMART Canonical
-|BuyerPersonas=Contact Center Supervisor / Manager, Head of Operations, Head of Workforce Planning
+|ID=
-|QualifyingQuestions=#How do you ensure you are staffed to consistently meet your SLAs across queues on all channels?
+|PlatformChallenge=Contact centers without the right insights and tools may find it hard to create balanced schedules that prioritize customer experience while considering employee hours, contracts, preferences and labor laws. Optimizing employees’ schedules is a tricky balance between customer experience and higher workforce costs. Without the ability to create forecasts easily and accurately, it’s a challenge to schedule your workforce effectively.
-#How often do you struggle to find the right balance between understaffing/overstaffing?
+|PlatformSolution=The goal of resource management is to provide the right balance between business objectives and employee work/life balance. Genesys Cloud automatically gathers interaction data and produces the most mathematically accurate forecast possible(>95%) . Genesys Cloud schedules can be built for multiple weeks across multiple management units accommodating performance goals, constraints, labour laws and union agreements.
 |PainPoints=<br />
-* Inability to consistently meet SLA
+*Inability to consistently meet SLA
-* High workforce cost due to overstaffing
+*High workforce cost due to overstaffing
-* Low customer satisfaction due to excessive wait times and low first contact resolution
+*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
+*Low employee engagement due to high work pressure, receiving interaction types they cannot handle and ever changing schedules
-* Poor CX due to understaffing
+*Poor CX due to understaffing
-* Insufficient data for accurate forecasting
+*Insufficient data for accurate forecasting
-* Real performance/SLA not in line with forecast/schedule prediction
+*Real performance/SLA not in line with forecast/schedule prediction
 |DesiredState=*Gain better insight into effectiveness of several forecasting/scheduling scenarios
 *Create an accurate forecast across all activities/queues that take in to account specific arrival patterns for digital interactions.
@@ Line 33: / Line 24: @@
 *Real time insight into intraday SLA and schedule adherence
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/a205c2cd-7d88-4429-9a4d-a64f9abb1d01/0
 }}
 {{SMART DataSheetFlow

@@ Line 60: / Line 60: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Occupancy
+|CanonicalBenefitID=Improved Employee Utilization
 |CanonicalBenefit=Use your employees more effectively, with optimal planning across all your channels.
 }}

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