In the traditional scenario, interactions are routed to employees based on their skills and their availability. An employee can decide how long the keep working, take a break or not etc etc.
Genesys Workforce Management is a feature rich, mature workforce management solution. It supports multi channel, front & back office activities to support the entire enterprise.What makes Genesys unique is the integration with the Customer Engagement Platform. This integration delivers benefits for operational contact center management and the IT department.Single administration means that the workforce department spends less time on administering changes. For large organisations this overhead can be a significant burden on the budget. It also reduced the chance of mis-configuration.Statistics for all work items means Genesys WFM automatically receives key statistics such as Interaction/Work volume and Handle Times for all channels handled by the Customer Engagement Platform. For contact center management it means they do not have to wait for statistics to be available and reduces manual work to get the data in WFM for all channels and departments. For IT it means less integration work, project risk and risk when upgrading to a newer version.Enterprise Schedule Adherence allows organisations to manage adherence to the schedule for front office, back office, branch and retail staff. The integration with the Customer Engagement Platform (SIP & Smartlink for example) provide Enterprise Presence information to Genesys WFM. It is very easy to see where service level provlems occur and what the root cause is. Schedule adherence capabilities can drive up to 15% of efficiency gains.Skill based routing & workforce routing – Genesys is the only vendor who has tightly integrated the workforce planning capabilities and interaction/work delivery. The benefit is that employees receive the work they are scheduled to do. Many times the routing logic (when using conventional ACD’s) is not in sync with the schedule. By this integration ‘multi media shifts’ can be implemented or employees cannot trick the system by working overtime. Unplanned Overtime management can be a big cost factor.SLA management for all channels & departments – Genesys WFM has specific algortihms and functionality for different channels or types of work. The voicechannel & chat are more real time in nature and are subject to opening hours. Email, social media interaction and Back Office Work Items (especially when generated from the website) have a very difference distrubution pattern. WFM has specific capabilities to staff differently to deal with these service levels. This functionality creates a consistent customer experience over multiple channels and when dealing with different departments of the enterprise.
In the Workforce Routing Scenario the router consults the schedule to understand what work should go where. For example if the average handle time for email is 8 minutes but the employees break is in 3 minutes he will not get the email.Same when a shift is about to end, the employee will not be allowed to make overtime.Another benefit is that the schedule decides what people work on. The times where supervisors run around and change skills all day everyday are gone.
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