Forecast each outbound work queue

To plan the list of phone numbers the dialer calls, generate an outbound forecast. You can set the specific time and connect rate.

Forecasts are created for incoming lists based on the actual lists from the historical weeks that you add. Dialer lists are defined for each queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. every scheduling period.

When you add a week of history to the forecast, you also add all historical lists that intersected that week by which the volume is multiplied. (The calculation is: weight of the historical week divided by the sum of the weights of all weeks.) You can manually edit the list forecast, and you can import and export lists.

Before you begin

Create a campaign and scheduling period for outbound scheduling
If the statistics Right Party Connect Rate and Right Party Connect AHT are available for your organization, make sure to make them part of the forecast. These statistics have significant effects on the schedule.

Procedure

Go to Forecasting and Scheduling. Under Tactical Forecasts, select Forecasts.
From the filter pane on the left, select a Campaign, Scheduling period, and Queues.
On the View tab, select All in the Outbound Queue field.
Expand the details pane on the right and enter values.
Select Save.

Example:

You can model:

Number of calls at a specified time: A list of 500 numbers being dialed between 9am and 5pm.
Connect rate: Number of calls that connect to a person.
Right party connect: Number of calls that connect to the right person.

What to do next

Set service goals for each outbound work queue