Difference between revisions of "UseCases/Current/PureConnect/EE02"
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|Title=Genesys Omnichannel Workforce Scheduling | |Title=Genesys Omnichannel Workforce Scheduling | ||
|Offering=PureConnect | |Offering=PureConnect | ||
| − | |UCIntro=The Optimizer Use Case for PureConnect is not available. Please reference the | + | |UCIntro=The Optimizer Use Case for PureConnect is not available. Please reference the {{Link-SomewhereInThisVersion|manual=GenesysEngage-onpremises|topic=EE02|display text=Genesys Omnichannel Workforce Scheduling (EE02) for Genesys Engage on-premises}} product and use case as a Workforce Engagement Management option. |
| + | |PainPoints=<br /> | ||
| + | |||
| + | *Inability to consistently meet SLA for digital channels | ||
| + | *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 | ||
| + | *Insufficient data for accurate forecasting | ||
| + | *Real performance/SLA not in line with forecast/schedule prediction | ||
| + | |DesiredState=*Create an accurate forecast across all activities/queues that take in to account specific arrival patterns for digital interactions. | ||
| + | *Gain better insight into effectiveness of several forecasting/scheduling scenarios | ||
| + | *Report on cross channel 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=Defined | |MaturityLevel=Defined | ||
| − | |DocVersion=V 1.0. | + | |DocVersion=V 1.0.1 |
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Latest revision as of 21:17, November 9, 2021
What's the challenge?
Your call center may have set hours, but your digital channels are always on. Without the right insights, it’s hard to create balanced schedules that allow your company to be responsive to digital interactions while considering employee hours, contracts, preferences and time off, and labor laws.
What's the solution?
Find the right balance. Your Genesys solution automatically gathers data, making it easy to get accurate forecasts and scheduling scenarios across channels. Factor in arrival patterns and hours of operation to cover your bases, and get real-time insight and monitoring into SLAs and schedule adherence.
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 1.0.1 last updated November 9, 2021