Workforce Engagement Management

We are standing up a team that will only work (voice) campaigns. This is considered outbound work. The agents will only work these interactions and will not be working on inbound queues. Is it possible to forecast this line of work? I'm confident I've heard no, but I want to double check in case I'm missing something. 

#Forecasting

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Laura Callaway
Application Analyst
St. Luke's Health System
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From what I see, yes and no.  We run out Outbound Dialing campaigns and when Genesys detects a live person, it is transferred to an Inbound queue, which is how our agents get the calls.  We are able to forecast the connects that way, but that does not tell you how many people you need to get the dials needed for the connects. 

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Gina Palmer
Manager, Workforce Management
Papa, Inc.
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