Outbound Profiles Overview
Outbound Profiles are sets of configuration options that can be used to generate outbound forecasts. These profiles can be used to approximate outbound call volumes or to generate new stream data.
You can create multiple Outbound Profiles, each storing a different configuration. Then, when you view completed forecast runs, you can view the effects of different profiles on the generated forecasts. Outbound Profiles offer a convenient way to set up a particular configuration once so that it can be used for multiple forecast runs.
Creating Outbound Profiles requires specific permissions, and you can always edit profiles you created and view the details of those profiles. Separate permissions are required to:
- Edit profiles created by others
- View the details of profiles created by others
- See profiles created by others in the Outbound Profiles list
Campaign Parameters
This section of the Outbound Profile allows you to establish the parameters of the outbound calling campaign. Campaign parameters are:
- Records in List — Number of customer records in the calling list (that is, the file containing customer records). If a record selection filter is used in a campaign, then this value should be set to the number of customers to be called based on the selection filter.
- Average Service Time — Daily average service time (in seconds) over the horizon to be forecasted. It is adjusted to reflect the variation seen in average service times during a day to generate interval level forecasts.
- Volume Adjustment % — Controls the change to the Records in List value. The field accepts negative or positive whole numbers between 0 and 100. The value is stored as a percentage. For example, if the Records in List value is 100,000 and the Volume Adjustment % value is 25%, the total volume forecast over the horizon specified in a forecast run will be 125,000.
- AHT Adjustment % — Controls the change to the Average Service Time. The field accepts negative or positive whole numbers between 0 and 100. The value is stored as a percentage. For example, if the Average Service Time value is 250 seconds and the AHT Adjustment % value is set to 5%, the daily average service time will be 262.50 seconds.
- WPC % To Include — WPC (Wrong Party Connect) refers to calls that are answered by someone other than the intended party. This field allows you to specify the percentage of WPC calls to include in forecasts since agents still need to handle these calls. The field accepts positive whole numbers between 0 and 100. For example, let’s say you base your Outbound Profile on a period with a Start Date of 1/1/2016 and an End Date of 2/1/2016. During that time, there were 30,000 WPC calls and 100,000 RPC calls. If you set the WPC % To Include value to 75%, inContact WFMv2 will:
- Calculate WPC calls as a percentage of RPC calls (in this example, 30%).
- Multiply the RPC call volume by that percentage (in this example, 100,000 * 30%, or 30,000).
- Multiply that number by the WPC to Include percentage (in this example, 30,000 * 75%, or 22,500).
- Add that number to the number of RPC calls to obtain the call volume for the forecast (in this example, 100,000 + 22,500, or 122,500).
- Generate Forecasts in Buckets of — Allows you to specify the data intervals in forecasts generated using this profile.
Contact Group Basis
This section of the Outbound Profile allows you to establish the Contact Group whose activity will provide the basis for the profile. The day of week, interval volume patterns, and service time patterns will be used from this Contact Group and applied to the Records in List and Average Service Time.
Select a Contact Group which closely models the interval patterns you would like to achieve. If Even Distribution is selected , the Records in List will be evenly distributed at both the daily and interval levels. The Average Service Time will remain constant with the Even Distribution selection.