Outbound scheduling statistics

In addition to the more traditional, in-bound calls, a growing number of call centers are involved in outbound calling. Outbound calling is when the organization makes calls using a predictive dialer, or manually dials a list of customers or prospects. Outbound calling is used for collections, pro-active customer service, and telemarketing.

Outbound statistics: Right Party Connect Rate and Right Party Connect AHT

The Right Party Connect Rate and Right Party Connect AHT statistics can have significant effects on the schedule. These statistics are not available for all organizations. However, when they are, make them part of the forecast.

These statistics can represent different things in different organizations:

In a Collections Center, they would represent the person from whom the center is trying to collect.
In a Sales Center, they would represent a potential customer or a successful sale.

Daily and combined totals for Right Party Connect Rate are averaged. Daily and combined totals for Right Party Connect AHT are weighted and averaged for the rates.

This value is calculated differently in Queue Analytics Feature in Workforce Management that tracks Queue data. Queue Analytics can show the Actual vs. Forecasted metrics., where rates are weighted on dials and AHT is weighted on connects. The reason is that these statistics are not yet available at this stage of the outbound scheduling Optional licensed feature in WFM that involves making calls using a predictive dialer, or manually dialing a list of customers or prospects. process.

Statistic	Example	Range	Data Source (Module)	Description
Abandons	34 units	0–100,000	Calendar	Total count of Connects that occurred, but had to be dropped because no employee accepted the connect.
Backlog	52 units	0–100,000	Calendar	Total count of numbers entered in the dialer and still need to be dialed or redialed because the right party has not yet been connected.
Connect AHT	120 time units	0–999 minutes	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).	The average talk time Duration or percentage of time when either the employee or the customer is speaking during an interaction in Speech Analytics. of all connects in this interval.
Connect Rate	65% of dials	0–100%	Forecast	The percentage of dials that is equivalent to Connects or Dials when connected to someone.
Connects	74 dials	0–100,000	Forecast	Total count of outbound dials that were made in a specified interval that is connected to a person.
Dials	234 dials	0–100,000	Forecast	Total count of outbound dials that were made in a specified interval. This count includes Connects, Right Party Connects, and dials that did not connect to a person.
FTEs	48 FTEs	0–100,000	Forecast	Full-Time Equivalents. When an employee works on multiple queues during an interval, it represents the time employees contributed to this particular queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time..
Occupancy	84% of the time interval	0–100%	Forecast	Percentage of time that employees who were logged into this queue spent on the phone with connects in this interval.
Right Party Connect AHT	12 time units	0–100,000	Forecast	Average talk time of all Right Party Connects in this interval.
Right Party Connect Rate	62% of dials	0–100%	Forecast	Percentage of dials that connected to the intended party. Equivalent to Right Party Connects/Dials.
Right Party Connects	82 outbound dials	0–100,000	Forecast	Total count of outbound dials that were made in a specified interval that connected to the person that was intended to be reached. These numbers are not redialed because the right party has been reached.
Staffing	26 employees	0–100,000	Calendar	Total count of employees logged into this queue in this interval.