WE02/Canonical

Important

This information is shared by WE02 use cases across all offerings.

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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
Resource Management	Optimize workforce planning and scheduling across all channels. Automate forecasting, scheduling and improve employee engagement.	Employee Engagement	Workforce Engagement	No draft	GenesysCloud	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: Contact centers without the right insights and tools may find it hard to create balanced schedules that prioritize customer experience while considering employee hours, contracts, preferences and labor laws. Optimizing employees’ schedules is a tricky balance between customer experience and higher workforce costs. Without the ability to create forecasts easily and accurately, it’s a challenge to schedule your workforce effectively.

Platform Solution: The goal of resource management is to provide the right balance between business objectives and employee work/life balance. Genesys Cloud automatically gathers interaction data and produces the most mathematically accurate forecast possible(>95%) . Genesys Cloud schedules can be built for multiple weeks across multiple management units accommodating performance goals, constraints, labour laws and union agreements.

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 all your channels.
Reduced Administration Costs	Reduce the time and effort spent on manual planning, creation and updation of schedules by automating these tasks.
Reduced Overtime Costs	Create precise schedules and reduce overtime expenses with more accurate forecasting.

High Level Flow

High Level Flow Steps

1. WFM Admin configures WFM and sets service goals.
2. Planner builds workplans, shifts and constraints.
3. Forecaster generates forecasts.
4. Planner generates and publishes schedule.
5. Intra-day manager monitors performance and makes changes to schedule exceptions as needed.
6. Employee request Time-off or/and trades shift.
7. Forecaster and Planner evaluates results and performance for the next planning cycle

Data Sheet Image

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

Pain Points (Business Context)

• Inability to consistently meet SLA
• High workforce cost due to overstaffing
• 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
• Poor CX due to understaffing
• Insufficient data for accurate forecasting
• Real performance/SLA not in line with forecast/schedule prediction

Desired State - How to Fix It

• Gain better insight into effectiveness of several forecasting/scheduling scenarios
• Create an accurate forecast across all activities/queues that take in to account specific arrival patterns for digital interactions.
• Automatically gather data for accurate forecasting from contact center platform
• Real time insight into intraday SLA and schedule adherence