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Call pacing method

  • US 5,907,601 A
  • Filed: 03/23/1998
  • Issued: 05/25/1999
  • Est. Priority Date: 05/26/1995
  • Status: Expired due to Term
First Claim
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1. A method for determining a number of calls to dial in order to connected answered calls to available agents while maintaining a ratio answered calls for which no agent is available to answered calls or which an agent is available (the abandon rate) at a predetermined value, comprising the steps of:

  • predicting a number of agents that will be idle at the end of a future time interval;

    predicting a number of calls to be dialed that will be answered based on data relating a number of past answers to a number of past dialed calls;

    predicting a number of calls that have been dialed that will be answered;

    calculating a projected abandon rate using an incremented number of abandoned calls;

    comparing the projected abandon rate to said preset value to determine whether said look ahead abandon rate will exceed said preset value;

    reducing the number of calls predicted to be answered in said predicting step if said projected abandon rate exceeds said preset value by a predetermined amount.

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