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Showing below up to 18 results in range #101 to #118.
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| Page | featureheading | relatedapps | users | description | relatedarticles | anchor |
|---|---|---|---|---|---|---|
| PEC-ROU/HIW | Predictive Routing | Configuration required | Administrators | Genesys Predictive Routing (GPR) draws on accumulated agent, customer, and interaction data, enabling you to analyze omnichannel interactions and outcomes and generate models to predict outcomes. From this analysis, combined with machine learning, you can determine the best possible match between waiting interactions and available agents, and then route the interactions accordingly. | predictive | |
| PEC-ROU/HIW | Routing customization | Designer | Administrators | Use Genesys Designer to create and manage applications that contain an assisted service (routing) phase that can be customized for your particular business needs. For example, you can specify your daily hours of operation, indicate which days your offices are closed, and define the criteria that determines how certain interactions are to be handled. | route | |
| PEC-ROU/HIW | Routing to agents | Agent Workspace | Agents, Supervisors, Administrators | Agent Workspace enables agents to communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels, including voice, chat, email, social media, SMS, WhatsApp, and workitems. | agent | |
| PEC-Voice/HIW | Call handling | Agent Workspace | Agents, Supervisors | Agent Workspace enables your agents and supervisors to handle voice interactions with contacts or team members, including conferences, consultations, and call recordings. | ||
| PEC-Voice/HIW | Call recording | Recording | Administrators, Supervisors | You can record calls, then analyze the recordings to assess customer satisfaction, monitor quality, and improve agent performance. | ||
| PEC-Voice/HIW | Call routing | Designer | Administrators | Genesys provides a basic routing strategy that sends calls to agents and provides IVR menus. You can use Designer to modify existing strategies and create new ones. | ||
| PEC-Voice/HIW | Callback | Agent Workspace, Callback | Administrators, Agents | Genesys Callback, which takes its name from the most typical form of deferred voice connection, supports a range of callback scenarios, including the classic callback offered by an IVR as well as call-ins that your customers initiate from your mobile app. Callbacks appear as standard calls to agents in Agent Workspace. | ||
| PEC-Voice/HIW | Reporting | Pulse Reporting, Reporting GCXI | Administrators, Supervisors, Agents | Supervisors and administrators can analyze current call activity through Pulse dashboard reports and the Queue KPI report. They can use Genesys CX Insights and Genesys GVP to analyze historical events and long-term trends. Agents can analyze their own activity through reports built into Agent Workspace. | ||
| PEC-Voice/HIW | Voice setup | Agent Setup, Designer | Administrators | Use Agent Setup to configure Voice channel options as well as agents and skills, Designer and IVR Administration to manage IVRs, and Platform Administration to manage voicemail. | ||
| PEC-WFM/HIW | Create and adjust forecasts | Workforce Management | Supervisors | Use WFM's forecasting tools and wizards to create forecast scenarios, evaluating volume and staffing estimates, making adjustments, and choosing optimal scenarios to publish to the Master Forecast. | ||
| PEC-WFM/HIW | Create and manage schedules | Workforce Management | Supervisors | Use WFM's scheduling tools and wizards to create schedule scenarios, compare staffing coverage to the forecasted staffing, making adjustments, and choosing optimal scenarios to publish to the Master Schedule. | ||
| PEC-WFM/HIW | Create workforce reporting metrics | Workforce Management | Administrators | Set up performance and adherence metrics for your track your workforce service level goals. | ||
| PEC-WFM/HIW | Manage organization, policies, and user access | Workforce Management | Supervisors | Manage organizational units, policies, and user roles and access privileges. | ||
| PEC-WFM/HIW | Manage personal schedules and time-off | Workforce Management | Agents | Use the WFM Web for Agents application interface to perform the following tasks:
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| PEC-WFM/HIW | Manage scheduling change requests | Workforce Management | Supervisors | Use WFM's Schedules module to manage day-to-day scheduling tasks,such as overtime and schedule bidding, time-off requests, and schedule trades. | ||
| PEC-WFM/HIW | Monitor performance and adherence | Workforce Management | Supervisors | Use WFM's real-time contact-center performance and agent-adherence monitoring tools to immediately adjust the number of agents working on a specific activity if service-level statistics fall outside of the acceptable range. | ||
| PEC-WFM/HIW | Plan and secure WFM objects | Workforce Administration | Administrators | Plan and secure organization and policy objects, user roles, and access privileges. | ||
| PEC-WFM/HIW | Set up the environment | Workforce Administration | Administrators | Prepare your environment by integrating WFM with Genesys Admnistrator, enabling you to leverage real-time statistics, contact-center performance, and agent adherence data across all communication channels. Integrating WFM with Genesys Universal Routing (URS) enables call-routing based on WFM schedules, thereby attaining a balanced multi-skill workload for agents and improved schedule adherence. |