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!

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!

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

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!

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.  

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

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!

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

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!