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  • 1.  Forecast

    Posted 05-24-2023 15:48
    Edited by Jason Kleitz 07-11-2024 14:59
    No replies, thread closed.

    Hello everyone,

    Our company has recently started sharing calls with two outsourcers. We are looking for advice from the Genesys community on how to handle forecasting. One vendor covers xx% of calls over a 10-hour period, while the other vendor handles xx% of calls during a 12-hour period. Our company manages the remaining call volume.

    However, we are facing difficulties in identifying call volume patterns since we do not have access to data from the other vendors. Although we receive total call volume information the following day, it is not broken down by intervals. I am wondering if there is a way to use DNIS to analyze call patterns. Also, is there a feature in Genesys Cloud that allows us to break it down by intervals? Lastly, how can we keep the historical data from the report the vendors send for the next day?

    Thank you for your insights and assistance.


    #Unsure/Other
    #Community Videos (TAM, QA, etc.)

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    Sal Barba
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  • 2.  RE: Forecast
    Best Answer

    Posted 05-26-2023 20:19
    No replies, thread closed.

    Yes, not the best setup.  You should have the outsources on your system using Genesys Cloud so you can schedule, record, and report on them.  As an outsourcer ourselves, that is what many of our customers ask of us, so that is not an unreasonable request.  Most outsourcers want to use their systems so they can charge you for the resources and also share their agents with other customers, which is reasonable.  The only other way to really forecast better is to possibly pass the calls through a queue before transferring out and then place an average handle time on those interactions in your forecast.  You sill won't get a good schedule due to no visibility to the agent status, but at least you can account for the call volume and handle time based on the counts of the two queues.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Forecast

    Posted 07-12-2023 15:11
    No replies, thread closed.

    Thanks, Robert. On another note, I need help finding relevant information on importing historical data into Genesys due to its limited formatting options. Our operations are based on PST, and changing the timezone to UTC is required. Would you happen to have any suggestions on the best approach?



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    Sal Barba
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    Original Message


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