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  • 1.  WFM: Forecasting outbound calls through inbound queues

    Posted 03-12-2025 07:56
    No replies, thread closed.

    Hello everyone, 

    Just to confirm, as we recently had a question. Genesys currently doesn't provide outbound call forecasting, right? It specifies this in its documentation.

    Currently, workforce management forecasting and scheduling only supports inbound voice, chat, callbacks, email, and message media types in queues configured for standard ACD routing, or predictive routing configured for skill matching. 


    However, we have a question, as our agents use some inbound queues to manually place outbound calls, when Forecasting for the planning groups that include these queues, would any approximation of this outbound volume be made? We understand not because it wouldn't be 'offered' calls for these queues,  but since the volume provided by the Genesys forecast is higher than we expected, this question has arisen.


    Just in case anyone could clarify/confirm this point. 

    Thank you very much in advance.

    Regards!


    #Forecasting

    ------------------------------
    Laura Cepeda
    ------------------------------


  • 2.  RE: WFM: Forecasting outbound calls through inbound queues

    Posted 03-12-2025 09:02
    No replies, thread closed.

    Hi there! We have a daily automated outbound campaign as well as agents who need to make manual outbound calls. I have not seen these numbers influence our forecasting, as it would be double based on the automated outbound campaign volume.



    ------------------------------
    Amy Sessions
    Division Manager, Utility Customer Service
    City of Clearwater
    ------------------------------



  • 3.  RE: WFM: Forecasting outbound calls through inbound queues

    Posted 03-12-2025 13:40
    No replies, thread closed.

    Question when your staff makes these outbound calls in and inbound state do they make the calls on behalf of the queue? 



    ------------------------------
    Robert Gacula, Manager, Workforce Management Team
    American Specialty Health
    RobertG@ASHN.com CA, San Diego.
    ------------------------------



  • 4.  RE: WFM: Forecasting outbound calls through inbound queues

    Posted 03-13-2025 09:03
    No replies, thread closed.

    Hi!

    Thanks @Amy Sessions and @Robert Gacula for your responses. Yes, our Agents place the calls on behalf of the inbound queue. But as Amy said that they have something similar to our case and it is not influencing forecast results, OK. We've some doubts because our forecast results are greater than expected, and just if something related to outbound calls could affect. 

    Thanks again to both of you.  



    ------------------------------
    Laura Cepeda
    ------------------------------

    Original Message


  • 5.  RE: WFM: Forecasting outbound calls through inbound queues

    Posted 03-13-2025 09:21
    No replies, thread closed.

    How far back are you pulling your forecasting? Did you have an unusual event or series of events that you might need to exclude from your calculations? Another factor would be how much historical data your WFM has to work with - when we first started, it was over projecting, but after almost 2 years, it is pretty much on the money. The only tweaks we have to make are when hurricanes shoot our numbers up for a few days, so I pull that data out when forecasting for the next month's schedule.



    ------------------------------
    Amy Sessions
    Division Manager, Utility Customer Service
    City of Clearwater
    ------------------------------

    Original Message


  • 6.  RE: WFM: Forecasting outbound calls through inbound queues

    Posted 03-13-2025 09:22
    No replies, thread closed.

    Our agents are always in an 'on queue' state when making outbound calls, which they do on behalf of our various queues.



    ------------------------------
    Amy Sessions
    Division Manager, Utility Customer Service
    City of Clearwater
    ------------------------------

    Original Message


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