Workforce Engagement Management

Introduction to Resource Management 

08-24-2021 18:58


Only 23% of organizations say their workflows do NOT hinder productivity, highlighting the need to invest in digital tools that increase operational efficiency.

— Datis, 2021 State of Workforce Management Survey Report

 

But what if…

You could optimize workforce utilization through highly accurate forecasts and lightning-fast scheduling so that supervisors can spend more time coaching their agents to achieve organizational goals and less time reacting to sudden workload changes?


Resource Management
From Genesys Cloud WEM

AI-powered Forecasting

Forecasting automation with the best accuracy
Contact center forecasting has never been this easy, quick and accurate! Access more than 25 machine learning-trained models through automated best selection method workflows to take forecasting accuracy and productivity to the next level.

Lightning-fast Scheduling

True mathematical schedule optimization
Our proprietary process for scheduling utilizes mathematical modeling, mathematical optimization, linear programming, discrete event simulation, and heuristics. The scheduling engine produces a realistic, minimal set of agents needed to meet service performance goals.

Real-time Adherence & Intraday  Monitoring

The simpler, the better!
Simplify the process of forecasting interactions and scheduling agents in multi-channel contact centers to optimize work performance and achieve your organization’s operational goals.

 

What it offers
Genesys CloudTM Resource Management, simplifies the process of forecasting interactions and scheduling agents in multi-channel contact centers for the hybrid workforce.


Its capabilities include:

Forecasting
Forecasts help customers plan how many interactions to expect in future weeks and include such metrics as pattern, volume (interactions offered), and average handle time (composed of average talk time, average hold time, and average after call work time).

 

These forecasts are visible in two views:

  • Short-term forecasts: interval-level data for one week at a time for up to six weeks, depending on the length of the forecast, and can be used to generate schedules.
  • Long-term forecasts: day- and week-level data for up to one year at a time, for up to two years depending on the length of the forecast. This view helps the forecaster see seasonality and trends but cannot be used to generate schedules.

 

Features include:

  • Historical trends and validation
  • Historical data import
  • Short term forecasting
  • Long term forecasting
Available for GC3

 
 

 

Scheduling
Planning work schedules ensures that staff is in place at the proper times throughout the day/week to meet performance objectives. Workforce management provides two methods of schedule creation:

  • Generate a load-based schedule: Load-based schedules use the scheduling engine to determine the best way to meet the needs in the forecast. The process uses the constraints that come from work plans and the agents in those work plans. 
  • Create a blank schedule: Blank schedules rely on the administrator to add agents, create shifts, and configure schedule parameters. 

Features include:

  • Load-based schedules from forecasts
  • Manual scheduling
  • Manage time off requests
  • Automatically notify agents about changes
Available for GC2 and GC3

 

Intraday Monitoring
Intraday monitoring enables you to see the differences between what was originally forecast and what actually occurs in real time for the current day. Administrators can make informed schedule adjustments throughout the day to suit changing conditions; for example, add agents to improve service levels or send agents home if too many agents are available.

 

Intraday monitoring is mostly beneficial for monitoring the current day’s actual activities but can also be useful to view data from past or future days.

Features include

  • Manage displayed metrics
  • Real-time adherence monitoring
  • Historical adherence monitoring
Available for GC3

 

Long term Planning
Long term planning about making sure agent capacity is available when needed. You will need to know precisely when, where and how many agents to hire—and when to offer unpaid leave or overtime, to drive down costs and consistently achieve service and customer experience goals over the course of a planning year.

Understand controllable shrinkage to schedule vacation, meetings, coaching and training times to fill workload gaps or address shortages in staffing—from weekly to annually. Planning these activities can reduce the need for new hires, overtime or unpaid leave.

This capability is currently part of our roadmap. Stay tuned for more updates.

Coming Soon!

 

Employee Mobility Tools
Life is hectic. For contact center employees, having a tool that allows them to better organize and plan out their day is a necessity, and the ability to do so on the go, essential. Genesys Tempo, a mobile app for Genesys Cloud, empowers your workforce to achieve a work-life balance with the ability to self-manage their working hours from their mobile device.

Features include:

  • View workforce management schedules
  • Submit or view time off requests
  • Receive notifications about added, changed, or removed schedules
  • Receive notifications about approved or denied time off requests
Available for GC2 and GC3

 

A little learning goes a long way

Of course, this is just a short preview of Resource Management. Remember, you can specialize and refine your skills through Genesys Beyond courses. And you can always learn more about workforce management in our Genesys Resource Center.

 

Resource Center

Resource Management Resources

 

 


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