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 Skill matching. 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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