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.
In a method for dialing from a list of telephone numbers in order to connect answers to a plurality of agent stations, a method for predicting a number of occupied agents that will become idle in a predetermined time interval, including the steps of periodically: determining a call duration for each agent engaged in a call; maintaining data of call termination frequency as a function of call duration; assigning a weight to each agent engaged in a call as a function of the call duration of that call and the call frequency data; summing said weights to predict the number of occupied agents that will become idle.
Claim 2
Dependent Claim
107 words
In a method for dialing from a list of telephone numbers in order to connect answers to a plurality of agent stations, a method for predicting a number of occupied agents that will become idle in a predetermined time interval, including the steps of periodically: determining a call duration for each agent engaged in a call; maintaining data of call termination frequency as a function of call duration; assigning a weight to each agent engaged in a call as a function of the call duration of that call and the call frequency data; summing said weights to predict the number of occupied agents that will become idle.