PureEngage On-Premises

Is it possible to collect historical data or even forecast for outbound calling?

Hello Theresa, yes Historical data can be collected on Outbound calling and used in WFM for forecasting.  

Do you know how to set it up or where I can find the information on it? I haven't been able to find it any where.

Hi Theresa,

Open DMA and import the OCS Historical Templates that can be downloaded from the website. Once the lay-out has been imported, you can activate it in the resources section of DMA after adding it.

Look for IP_CCPOCTemp_8000003b1_ENU_multi, it's the latest stat templates for outbound. Remember to also import the Outbound Realtime stat profile, select No when promtped to override stats.

Do historical association in CCPulse+, only after the first stats are recorded in DMA.

Hope this helps.

Regards,
OJ

Theresa,

You can also point at the Queue Stat that is where the Oubound calls are being distributed from as well as point at an Agent Group and Filter off of the Outbound calls.  This would require you to make sure that a Filter has been built in Statserver to monitor outbound calls of a specific campaign so you can then map those filters to the stat collection for a given Activity in CU.
Does that help?

-TT