Difference between revisions of "UseCases/Current/GenesysEngage-onpremises/EE11"
(UCC: Removed references to Multicloud CX) |
|||
| (2 intermediate revisions by 2 users not shown) | |||
| Line 10: | Line 10: | ||
|UCBenefit=Generate ideal schedules whilst adhering to business rules and labor laws | |UCBenefit=Generate ideal schedules whilst adhering to business rules and labor laws | ||
}} | }} | ||
| − | |UCIntro=This use case supports | + | |UCIntro=This use case also supports PureConnect as the WFM product is supported to run on both platforms. |
|UCOverview=This use case focuses on operational efficiency and employee empowerment through enabling the employee shift bidding process. In this process, planners build employee profiles rather than individual employee schedules. Once schedules are created, the employees are asked to populate their individual profiles with their preferred shift combinations. | |UCOverview=This use case focuses on operational efficiency and employee empowerment through enabling the employee shift bidding process. In this process, planners build employee profiles rather than individual employee schedules. Once schedules are created, the employees are asked to populate their individual profiles with their preferred shift combinations. | ||
| Line 16: | Line 16: | ||
|UCSummary=Provides the capability for workforce planning teams to generate schedules based on profiles of their configured employees. Once generated, these profiles can be pushed to the employee for preference selection. | |UCSummary=Provides the capability for workforce planning teams to generate schedules based on profiles of their configured employees. Once generated, these profiles can be pushed to the employee for preference selection. | ||
|Description=Please be advised that PureConnect platform assumptions for PureConnect customers running Genesys Workforce Management are displayed under "General Assumptions" in the main use case content. | |Description=Please be advised that PureConnect platform assumptions for PureConnect customers running Genesys Workforce Management are displayed under "General Assumptions" in the main use case content. | ||
| − | * With a PureConnect integration to WFM through EE01, this use case and all configuration strictly lies within Genesys | + | * With a PureConnect integration to WFM through EE01, this use case and all configuration strictly lies within Genesys Multicloud CX WFM and is outside of the PureConnect platform. |
* Version should be v8.5.206 or higher | * Version should be v8.5.206 or higher | ||
|PainPoints=* Employee satisfaction in regards to shift designs leads to attrition and employee engagement issues. | |PainPoints=* Employee satisfaction in regards to shift designs leads to attrition and employee engagement issues. | ||
| Line 55: | Line 55: | ||
Contract Profiles are created with the appropriate skill assigned to provide optimum coverage and relation to real agents. | Contract Profiles are created with the appropriate skill assigned to provide optimum coverage and relation to real agents. | ||
|DistributionLogic=N/A | |DistributionLogic=N/A | ||
| − | |||
| − | |||
|AgentDeskRequirements=Agents access the WFM Web Agent UI with a supported browser. There is no Java in this UI. | |AgentDeskRequirements=Agents access the WFM Web Agent UI with a supported browser. There is no Java in this UI. | ||
See [https://docs.genesys.com/Documentation/System/latest/SOE/Welcome Supported Operating Environment Guide] for specific browser support. | See [https://docs.genesys.com/Documentation/System/latest/SOE/Welcome Supported Operating Environment Guide] for specific browser support. | ||
| Line 62: | Line 60: | ||
|HistoricalReporting=The Genesys Workforce Management product contains a number of out-of-the-box historical reporting elements. | |HistoricalReporting=The Genesys Workforce Management product contains a number of out-of-the-box historical reporting elements. | ||
Details can be found in the [https://docs.genesys.com/Documentation/WM/latest/Admin/Welcome Workforce Management Administrator Guide]. | Details can be found in the [https://docs.genesys.com/Documentation/WM/latest/Admin/Welcome Workforce Management Administrator Guide]. | ||
| − | |DocVersion=v 1.1. | + | |DocVersion=v 1.1.3 |
|GeneralAssumptions='''Assumptions for PureConnect customers running Genesys Workforce Management''' | |GeneralAssumptions='''Assumptions for PureConnect customers running Genesys Workforce Management''' | ||
| Line 79: | Line 77: | ||
The Inbound Voice use case is a pre-requisite of the base WFM package, including the definition of Queues, Stats, Agents & Skills. | The Inbound Voice use case is a pre-requisite of the base WFM package, including the definition of Queues, Stats, Agents & Skills. | ||
Because the WFM Web Supervisor uses Java, both JRE and Tomcat are requirements. See Supported Operating Environment Guide for specific versions. | Because the WFM Web Supervisor uses Java, both JRE and Tomcat are requirements. See Supported Operating Environment Guide for specific versions. | ||
| − | + | ||
| − | + | *WFM Application settings enabled for Bidding: WFM Web > AgentBidding\AllowAccess=true. | |
| − | |||
*Supervisor builds profile schedules. | *Supervisor builds profile schedules. | ||
*Agents enter bids using Web Agent application. | *Agents enter bids using Web Agent application. | ||
*Supervisor controls the bidding process using seniority, rank, or both. | *Supervisor controls the bidding process using seniority, rank, or both. | ||
| − | | | + | |CustomerAssumptions=Base WFM configuration completed for skills and profiles. |
| − | + | |RequiresOr=EE01, EE02, EE26 | |
}} | }} | ||
Latest revision as of 15:21, November 8, 2022
What's the challenge?
As millennials make up more of your workforce, they want more control in their lives and a way to easily influence their schedules. Managers want to reduce the time it takes to manage this process as long as the contact center runs efficiently.
What's the solution?
Supervisors manage specific employees who can choose shifts or schedule they want while managing the operation of the contact center.
Contents
Use Case Overview
Story and Business Context
This use case focuses on operational efficiency and employee empowerment through enabling the employee shift bidding process. In this process, planners build employee profiles rather than individual employee schedules. Once schedules are created, the employees are asked to populate their individual profiles with their preferred shift combinations.
Contrary to the use of rotating patterns and agent shift preferences, Workforce Management Schedule Bidding allows supervisors to build schedules based on the best coverage available within the pre-defined business rules, constraints, and labor laws. The supervisor controls which agents can bid on schedules and the dates available for bidding, allowing for complete operational control.
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:
| Use Case Benefits | Explanation |
|---|---|
| Improved Employee Satisfaction | Empower employees by allowing them to self-manage their schedules against pre-determined profiles that correspond with their contractual and shift obligations. Allow employees to select profile schedules based on their personal preferences |
| Reduced Administration Costs | Allow workforce planners to build employee profiles based on operational requirements to assist with overall scheduling needs. Reduce operational planning time by decreasing effort associated with approval and management of schedule requests |
| Reduced Penalties and Fines | Generate ideal schedules whilst adhering to business rules and labor laws |
Summary
Provides the capability for workforce planning teams to generate schedules based on profiles of their configured employees. Once generated, these profiles can be pushed to the employee for preference selection.
Use Case Definition
Business Flow
The following diagram shows the business flow of the use case:
Business Flow Description
- Base Configuration Complete (Use Case EE01).
- Supervisor creates Profiles in the WFM Contracts.
- Supervisor assigns skills to the profiles related to real agent skill sets/WFM activities.
- Supervisor creates a Bidding schedule scenario selecting Profile Agents.
- Supervisor builds schedule containing Profile Agents for optimum coverage.
- Supervisor selects which agents can bid on the schedule and enters open/close times for the Bidding period.
- The Profile Schedules are now available for agents to bid on.
- Agents enter values associated with the schedules they most / least want to work.
- The Bidding time expires, and agents can no longer bid on schedules.
- Supervisor can optionally assign a real agent to a profile schedule.
- Supervisor auto-assigns agents to schedules.
- Supervisor can optionally activate Seniority and/or Rank.
- Supervisor publishes Schedule to Master.
- Supervisor can run Schedule Bidding Report.
Business and Distribution Logic
Business Logic
The ability to create profiles relies on the underlying contract and shift configuration configured for each business unit, site, team, and employee.
Bidding is available for one-week schedules, allowing agents to select a group of shifts over a given period.
The supervisor user role has the following access:
- WFM Policies > Contracts > Profiles
- WFM Configuration > Agents > Activities & Skills
- WFM Schedules > full access
Contract Profiles are created with the appropriate skill assigned to provide optimum coverage and relation to real agents.
Distribution Logic
N/A
User Interface & Reporting
Agent UI
Agents access the WFM Web Agent UI with a supported browser. There is no Java in this UI. See Supported Operating Environment Guide for specific browser support.
Reporting
Real-time Reporting
N/A
Historical Reporting
The Genesys Workforce Management product contains a number of out-of-the-box historical reporting elements. Details can be found in the Workforce Management Administrator Guide.
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 | Workforce Engagement
|
None | None |
General Assumptions
Assumptions for PureConnect customers running Genesys Workforce Management
PureConnect Platform Assumptions:
The dependency use case covers the PureConnect Platform-specific assumptions.
Please be advised that Genesys Back office Scheduling (EE26) is currently not a dependency for this use case for PureConnect. The prerequisites for this use case on PureConnect are Genesys Workforce Management for Voice (EE01) and Genesys Omnichannel Workforce Scheduling (EE02)
- PureConnect GWFM Connector is required to utilize Genesys WFM on PureConnect
Other Assumptions
The customer has the requirement or desire to use this element of advanced WFM. The Inbound Voice use case is a pre-requisite of the base WFM package, including the definition of Queues, Stats, Agents & Skills. Because the WFM Web Supervisor uses Java, both JRE and Tomcat are requirements. See Supported Operating Environment Guide for specific versions.
- WFM Application settings enabled for Bidding: WFM Web > AgentBidding\AllowAccess=true.
- Supervisor builds profile schedules.
- Agents enter bids using Web Agent application.
- Supervisor controls the bidding process using seniority, rank, or both.
Customer Responsibilities
Base WFM configuration completed for skills and profiles.
Document Version
- Version v 1.1.3 last updated November 8, 2022