Difference between revisions of "UseCases/Current/PureConnect/EE01"
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|Title=Genesys Workforce Scheduling for Voice | |Title=Genesys Workforce Scheduling for Voice | ||
|Offering=PureConnect | |Offering=PureConnect | ||
| − | |UCIntro=<span>The Optimizer Use Case for PureConnect is not available. Please reference the [https:// | + | |UCIntro=<span>The Optimizer Use Case for PureConnect is not available. Please reference the [https://all.docs.genesys.com/UseCases/Current/PureEngage/EE01 Genesys Workforce Scheduling for Voice (EE01)] product and use case as a Workforce Engagement Management option.</span> |
|Description=* Determine what the customer benefits will be for integrating with Genesys Workforce Scheduling, above and beyond what the customer had available to them within PureConnect and Interaction Optimizer. | |Description=* Determine what the customer benefits will be for integrating with Genesys Workforce Scheduling, above and beyond what the customer had available to them within PureConnect and Interaction Optimizer. | ||
* Determine the number of WFM agents available within the PureConnect system and ensure that the cost of integrating those agents into Genesys Workforce Schedule relieves current painpoints the customer is experience with their current workforce management system. | * Determine the number of WFM agents available within the PureConnect system and ensure that the cost of integrating those agents into Genesys Workforce Schedule relieves current painpoints the customer is experience with their current workforce management system. | ||
Revision as of 11:54, October 29, 2019
What's the challenge?
Optimizing employees’ schedules is a tricky balance. Under staff, and customer experience can suffer as wait times climb, SLAs slip, and agents feel pressured. Over staff, and high workforce costs cut into your bottom line. Without easy, accurate forecasts, it’s hard to schedule your workforce effectively.
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 queues and activities. Factor in agent skills and contract rules 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 1.0.0 last updated October 29, 2019