Workforce Engagement Management

 View Only

Discussion Thread View

  • 1.  clarification on outbound and wfm

    Posted 05-29-2023 03:21

    Hi Community ,

    As per the below link , "Currently, workforce management forecasting and scheduling only supports inbound voice, chat, callbacks, email, and message media.........".

    Does that mean that entire outbound is out of WFM scope (manual outbound and campaigns)?


    Regards
    Garima.


    #Genesys Cloud CX
    #WorkforceManagement

    ------------------------------
    Regards
    Garima.
    ------------------------------


  • 2.  RE: clarification on outbound and wfm

    GENESYS
    Posted 05-30-2023 08:44

    Hi Garima - 

    That is correct; GC WFM can be used for inbound only at this time. 

    Thanks,
    Trent.



    ------------------------------
    Trent Vance
    TTEC Digital, LLC fka Avtex Solutions, LLC
    ------------------------------

    Original Message


  • 3.  RE: clarification on outbound and wfm

    GENESYS
    Posted 05-30-2023 10:29
    Edited by Tracy Vickers 01-08-2024 07:43

    Hi Garima, 

    I am investigating WFM for outbound campaigns. May I contact you by email to set up a discussion to find out what your needs are?

    Thanks,

    William-Henri



    ------------------------------
    William-Henri Sellier-Gómez
    Senior Product Manager - Workforce Management, Genesys Cloud
    Workforce Engagement Management (WEM)
    ------------------------------

    Original Message


  • 4.  RE: clarification on outbound and wfm

    Posted 05-31-2023 10:28

    Hi William ,

    I am new to WFM . Have recently started exploring this one .
    I am not asking from a Dialler perspective. The agents will be make manual outbound calls on behalf of a queue . WIll call volumes and forecasting in WFM apply for such calls ?


    Regards
    Garima.



    ------------------------------
    Regards
    Garima.
    ------------------------------

    Original Message


  • 5.  RE: clarification on outbound and wfm

    Posted 06-06-2023 05:54

    Hi William,

    I am also looking for the ability to forecast outbound calls on behalf of a queue - again, not dialler related.

    Cheers, Chris

    Australia/New Zealand WFM Consultant



    ------------------------------
    Chris Perry
    NTT New Zealand Limited
    ------------------------------

    Original Message


  • 6.  RE: clarification on outbound and wfm

    Posted 06-07-2023 09:22

    We have an interest in using WFM for outbounds as well.  Our interest is a little different, we have people that make outbounds based on a report.   They manually make these calls, but we want to be able to monitor that they are actually making Outbounds.   We are thinking about creating an Outbound Queue to make the outbounds.   This will allow us to grab the "Interacting" time as a measure.   This queue will be used for outbonds only, there will be no call paths routing there.       Any thoughts on whether this is the best approach?

    Also, we get our list of people we need to call from emails, I know that is a Media type supported by Genesys, is there anyway to incorporate that into a process within Genesys?



    ------------------------------
    Judy Jimenez, Call Center Operations Manager
    CURE Auto Insurance
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources