System and method for optimal outbound dialing in virtual contact center
US8582752B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 21, 2011 |
| Grant date | Nov 12, 2013 |
| Priority date | — |
| Expiry date | Dec 21, 2031 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5158
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method for determining a number of calls to generate in an automated contact center based upon a prediction of agent occupancy in a future time period. The automated contact center comprises a dialer for dialing generated calls, a queue where successfully connected dialed calls await agent handling, and an agent pool where calls are handled by agents. The method estimates a number of calls presently in the dialer, the queue, and the agent pool that would be in the agent pool in the future time period. Based upon the estimations, the method predicts a future agent occupancy in the future time period, which is used to determine the number of calls to generate in the automated contact center. Calls are generated based upon the number of calls to generate.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.