EE02/Canonical

Important

This information is shared by EE02 use cases across all offerings.

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

• Administration Dashboard

Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Omnichannel Workforce Scheduling	Optimize employee utilization for all your interactions	Employee Engagement	Workforce Engagement	No draft	GenesysEngage-onpremises PureConnect	Edit

Canonical Information

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Platform Challenge and Solution

Platform 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.

Platform 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.

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 Employee Utilization	Use your employees more effectively, with optimal planning across your digital channels.
Reduced Administration Costs	Genesys Workforce Management automatically schedules shifts and pushes skills and schedule updates, reducing the time and costs associated with manual scheduling.
Reduced Employee Attrition	Genesys integrated workforce planning capabilities ensures work gets to the right employee at the right time, identifies skill gaps and empowers agents with more control over their schedules with mobility and easy-to-use web-based tools.

High Level Flow

High Level Flow Steps

1. Create or modify a forecast scenario
2. Step through the forecasting wizard to build volumes
3. Step through the staffing build wizard to determine FTE needs
4. Change requests are submitted by supervisors and agents
5. Forecasting is modified
6. If the forecast is ready to be published it is published to the master forecast and the scheduler(s) is notified

Canonical Sales Content

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Personas

• Contact Center Supervisor / Manager
• Head of Operations
• Head of Workforce Planning

Qualifying Questions

1. How do you ensure you are staffed to consistently meet your SLAs across your digital channels?
2. How often do you struggle to find the right balance between understaffing/overstaffing for your digital channels?
3. How do you currently create forecasts and schedules for your digital channels?