Difference between revisions of "UseCases/Current/PureConnect/EE03"
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|PainPoints=* Inability to consistently meet SLA across activities and work types | |PainPoints=* Inability to consistently meet SLA across activities and work types | ||
* Inability to track/manage shrinkage as part of the forecast process | * Inability to track/manage shrinkage as part of the forecast process | ||
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|CloudAssumptionsAdditional_Sales=* The full use case outlined here is available on premise. | |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. | |PremiseAssumptionsAdditional_Sales=* The full use case outlined here is available in the cloud. | ||
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Latest revision as of 21:16, November 9, 2021
What's the challenge?
Your contact center has many locations, time zones, and employees. Managing shrinkage with a spreadsheet based approach isn't working. Shrinkage is eroding the amount of time agents spend handling customer interactions which leads to increased operational expense, reduced service levels, and customer churn.
What's the solution?
Genesys WFM Solution improves forecast and schedule accuracy by including shrinkage in the plan. Schedule adherence, a primary cause of shrinkage, tracks variances between target and actual employee availability. With accurate workforce scheduling you can deliver higher service levels at lower operating costs.
Contents
Use Case Overview
Story and Business Context
Use Case Benefits*
The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry, lines of business or Genesys product line: Info needed.
Summary
Use Case Definition
Info needed.
Business and Distribution Logic
Business Logic
User Interface & Reporting
Reporting
Customer-facing Considerations
Interdependencies
All required, alternate, and optional use cases are listed here, as well as any exceptions.
| All of the following required: | At least one of the following required: | Optional | Exceptions |
|---|---|---|---|
| None | None | None | None |
Document Version
- Version V 1.0.0 last updated November 9, 2021