Workforce Engagement Management

Hello, 

I am seeing conflicting information on whether or not outbound interactions are considered as "offered" in the forecasting. All of our outbound interactions are made through a ACD interaction. Would this be part of the forecast? 

#Forecasting

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Cory E Vance
Manager of Digital Optimization
OSF Healthcare
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Hi Cory, 

Adding outbound to WFM is the second highest voted item right now in the Forecasting workspace after adding special events and holidays which we are working on adding in 2026.  Outbound will be the next area of focus.  Here is an idea that you can vote on and please indicate your specific outbound requirements if possible.

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

Please note that callbacks are configurable in WFM today.  

Thank you,

Chris Johnson

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Christopher Johnson
Director PM
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