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  • 1.  How are you handling Outbound calls for Scheduling / Forecasting purposes?

    Posted 20 days ago
    Edited by Shane Jenkins 20 days ago

    Hi all,

    I'm sure this has been addressed elsewhere, but from what our team understands Genesys Cloud WFM only supports inbound calls, emails, SMS, callbacks for purposes of scheduling and forecasting purposes.

    We see that info at this link: https://help.genesys.cloud/articles/workforce-management-supported-configuration/

    "Currently, workforce management forecasting and scheduling only support inbound voice, chat, callbacks, email, and message media types in queues configured for standard ACD routing, or predictive routing configured for skill matching. For more information, see . Forecasting and scheduling do not support queues configured for bullseye routing"

    With the above being said, many of our service desks place routine outbound calls back to our customers (to follow-up on previous calls or existing incidents/tickets). They typically place these outbound calls on behalf of an ACD queue. 

    To our knowledge forecasting/scheduling do not take these outbound calls into consideration.

    Do any of you have this same challenge / issue with how to accurately project staffing needs for these Outbound interactions? If so, do any of you have any ideas or possible solutions to address this? Fingers crossed that some of you have solid ways to handle this situation.

    Ideally Genesys would add support for these Outbound interactions to allow WFM to consider those when forecasting.

    There is this VERY old idea that seems to be what we're looking for, but since it's very old, not sure it has a lot of traction. 

    https://genesyscloud.ideas.aha.io/ideas/WEM-I-32 

    Thanks all!


    #Forecasting
    #ScheduleGeneration

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    Shane Jenkins
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  • 2.  RE: How are you handling Outbound calls for Scheduling / Forecasting purposes?

    Posted 15 days ago

    Bumping this to see if anyone has suggestions for how to best handle recurring Outbound interactions (voice) with regards to Forecasting / Scheduling. 

    As mentioned on the prior post, we have several Service Desks that place Outbound calls on behalf of an ACD queue to follow-up on existing issues / support tickets to be sure the end user has had their issue resolved. These Outbound calls are not part of any campaign and some of these desks typically have 2-4 FTE's making these outbound calls routinely. 

    Thanks!



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    Shane Jenkins
    IT Sys Admin Mgr
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    Original Message


  • 3.  RE: How are you handling Outbound calls for Scheduling / Forecasting purposes?

    Posted 13 days ago

    Hi Shane - we have been using Campaigns for our outbound calls and have the same issue. Nearly half of our work is outbound campaigns in our Medical Imaging scheduling department. So it is difficult to use forecasting in a full analytical way. We have been told that forecasting for campaigns is coming someday. I can't recall how long I may need to search the ideas portal for that.



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    Sharalee Poarch
    Program Manager
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    Original Message


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