Outbound call pacing method which statistically matches the numb

Details Outbound call pacing method which statistically matches the numb Outbound call pacing method which statistically matches the numb

1995-05-26

1997-06-17

Kuntz, Curtis

Telephonic communications

With usage measurement

Call charge metering or monitoring

379265, 379266, 379309, H04M 1500, H04M 300, H04M 500

Patent

active

056404450

ABSTRACT:
Call pacing method in which agent availability and call answers are based on probability statistics and the allowable maximum abandon rate. A weight is assigned each agent engaged in a call or in after-call work. This weight is a function of how long an agent has been engaged in a call or in after-call work, the duration of a time window for which a prediction that the agent will be free is made, and the maximum allowable abandon call rate. The sum of the weights is the predicted number of engaged agents that will become free. The time window is independent of the interval between the dial of a call and when the call is expected to be answered and is automatically adjusted by the system; lengthened when the abandon call ratio falls below the acceptable ratio and shortened when the ratio rises above the acceptable ratio.

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