We have an interest in using WFM for outbounds as well. Our interest is a little different, we have people that make outbounds based on a report. They manually make these calls, but we want to be able to monitor that they are actually making Outbounds. We are thinking about creating an Outbound Queue to make the outbounds. This will allow us to grab the "Interacting" time as a measure. This queue will be used for outbonds only, there will be no call paths routing there. Any thoughts on whether this is the best approach?
Also, we get our list of people we need to call from emails, I know that is a Media type supported by Genesys, is there anyway to incorporate that into a process within Genesys?
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Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance
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Original Message:
Sent: 06-06-2023 05:53
From: Chris Perry
Subject: clarification on outbound and wfm
Hi William,
I am also looking for the ability to forecast outbound calls on behalf of a queue - again, not dialler related.
Cheers, Chris
Australia/New Zealand WFM Consultant
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Chris Perry
NTT New Zealand Limited
Original Message:
Sent: 05-30-2023 10:29
From: William-Henri Sellier-Gomez
Subject: clarification on outbound and wfm
Hi Garima,
I am investigating WFM for outbound campaigns. May I contact you by email to set up a discussion to find out what your needs are?
Thanks,
William-Henri
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William-Henri Sellier-Gómez
Senior Product Manager - Workforce Management, Genesys Cloud
Workforce Engagement Management (WEM)
Original Message:
Sent: 05-30-2023 08:43
From: Trent Vance
Subject: clarification on outbound and wfm
Hi Garima -
That is correct; GC WFM can be used for inbound only at this time.
Thanks,
Trent.
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Trent Vance
TTEC Digital, LLC fka Avtex Solutions, LLC
Original Message:
Sent: 05-29-2023 03:20
From: garima balodi
Subject: clarification on outbound and wfm
Hi Community ,
As per the below link , "Currently, workforce management forecasting and scheduling only supports inbound voice, chat, callbacks, email, and message media.........".
Does that mean that entire outbound is out of WFM scope (manual outbound and campaigns)?
Regards
Garima.
#Genesys Cloud CX
#WorkforceManagement
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Regards
Garima.
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