Difference between revisions of "EE10-A/Canonical"
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|PainPoints=*Processing time off requests manually is both time consuming and process heavy for workforce management teams | |PainPoints=*Processing time off requests manually is both time consuming and process heavy for workforce management teams | ||
*Employees get frustrated with the lack of tools available for them to self-manage their schedules. | *Employees get frustrated with the lack of tools available for them to self-manage their schedules. | ||
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|BuyerPersonas=Head of Contact Center(s), Head of Customer Service, Head of Operations | |BuyerPersonas=Head of Contact Center(s), Head of Customer Service, Head of Operations | ||
|QualifyingQuestions=#How does your organization manage operational efficiency and employee engagement? | |QualifyingQuestions=#How does your organization manage operational efficiency and employee engagement? | ||
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|CanonicalBenefit=Improve employee engagement by giving employees more control over their schedules. | |CanonicalBenefit=Improve employee engagement by giving employees more control over their schedules. | ||
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| − | |CanonicalBenefitID=Improved Employee | + | |CanonicalBenefitID=Improved Employee Utilization |
|CanonicalBenefit=Give managers more time to plan the contact center to optimize efficiency. | |CanonicalBenefit=Give managers more time to plan the contact center to optimize efficiency. | ||
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Latest revision as of 10:16, April 1, 2021
Contents
Administration Dashboard
Go back to admin dashboard to create and manage platform-specific use cases in the system:
Titles and Taxonomy
| Main Title | Subtitle | Taxonomy | Product Category | Draft | Published | Edit |
|---|---|---|---|---|---|---|
|
Genesys Employee Schedule Preferences |
Empower employees with self-administration of their schedule |
Employee Engagement |
Workforce Engagement |
No draft |
Canonical Information
Platform Challenge and Solution
Platform Challenge: As millennials make up more of your workforce, they want more control in their lives and want to easily self-manage their schedules. Managers want to reduce the time it takes to manage this process as long as the contact center runs efficiently.
Platform Solution: Give employees the control they want. The right web application empowers employees to self-manage their schedules through business rules. Employees can request time off, submit schedule preferences, and manage exceptions — without going through a supervisor or planner.
Platform Benefits
The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business:
| Canonical Benefit | Explanation |
|---|---|
| Improved Customer Experience | Provide better service with empowered, happy employees. |
| Improved Employee Utilization | Give managers more time to plan the contact center to optimize efficiency. |
| Reduced Employee Attrition | Improve employee engagement by giving employees more control over their schedules. |
High Level Flow
High Level Flow Steps
- The agent initiates a request in the system
- Time off requests
- self-manage exceptions
- Schedule preferences
- The system validates the request
- A supervisor approves or rejects the request
- The master schedule is updated
Data Sheet Image
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Canonical Sales Content
Personas
- Head of Contact Center(s)
- Head of Customer Service
- Head of Operations
Qualifying Questions
- How does your organization manage operational efficiency and employee engagement?
- How do your employees manage their schedules and tasks?
- How do Supervisors manage coverage of schedules, constraints and labor laws?
Pain Points (Business Context)
- Processing time off requests manually is both time consuming and process heavy for workforce management teams
- Employees get frustrated with the lack of tools available for them to self-manage their schedules.
Desired State - How to Fix It