Workflow: Generate a schedule using outbound scheduling

To support outbound scheduling Optional licensed feature in WFM that involves making calls using a predictive dialer, or manually dialing a list of customers or prospects., set up specific work queues, skills, and activities. Create a skill Defined level of knowledge that an employee needs in order to handle a defined workload in WFM.-based campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. and link both inbound and outbound work queues to the scheduling period. Forecast Feature in WFM used to estimate the required resources for a specific scheduling period based on historical data. The data in a forecast includes interaction and work volume, and Average Handling Time (AHT). and set service goals Goals in WFM that allow determining how quickly work should be handled, including service level, Average Speed to Answer (ASA), and deadline goals. for each outbound work queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time., and generate a schedule for the outbound work queues.

Outbound scheduling workflow

1. Set up outbound work queues

   Set up work queues with the media type set to Phone Outbound.

2. Set up outbound skills

   Set up skills with the media type set to Phone Outbound. Then, assign the outbound skills to the employees who are going to be scheduled for outbound calling.

3. Set up work rules based on outbound activity

   Create shifts or shift Work period in WFM that has a definite length. events based on the default activity, Outbound. Create work patterns that include these shifts or shift events. Then, link employees to the work patterns to whom you linked the outbound skills.

4. Create a campaign and scheduling period for outbound scheduling

   Link outbound work queues and inbound work queues to the same scheduling period. Campaigns to which outbound work queues are linked must be skill-based campaigns.

5. 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.

6. Set service goals for each outbound work queue

   Enter the maximum dials per hour and the percentage of the dialer list to which you or a right party connects before the list ends. Alternatively, set a detailed dialing plan for each work queue, with different dial rates during different times of the day.

7. View FTE requirements for outbound scheduling

   View FTE requirements for outbound scheduling. FTE requirements show the number of dedicated employees that need to be scheduled on individual or combined work queues to meet service goals.

8. Generate a schedule with outbound work queues

   The scheduling engine aims to meet service goals by scheduling as many employees as possible at peak Right Party Connect times without exceeding the service goal. The scheduling engine does not try to staff one work queue and media at the expense of other work queues and media.

9. View outbound media statistics

   View statistics associated with outbound media.

Related topics 

Outbound scheduling