Method for predicting and managing call load by determining the optimum frequency of outbound call generation during an out-bound calling campaign from a call center

• US 6,449,358 B1
• Filed: 04/14/2000
• Issued: 09/10/2002
• Est. Priority Date: 02/17/1998
• Status: Expired

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Anisimov, Nikolay, Pogossiants, Gregory, Zyarko, Vadim, Kishinsky, Konstatin, Korolev, Niolay, Shtivelman, Yuri
• Primary Examiner(s): Chin, Wellington
• Assistant Examiner(s): Tran, Maikhanh
• Application Number:
  US09/550,006
• Time in Patent Office: 879 Days
• Field of Search: 379/34, 379/215-216, 379/242, 379/265-266, 379/268-269, 379/272, 379/308-309, 379/904, 379/88.09, 379/266.08, 379/266.07
• US Class Current: 379/266.07
• CPC Class Codes: H04L 9/40 Network security protocols
• CPC Class Codes: H04M 2201/50 Telephonic communication in combination with video communication
• CPC Class Codes: H04M 2207/12 intelligent networks
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/48 Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements
• CPC Class Codes: H04M 3/5307 for recording messages comprising any combination of audio and non-audio components
• CPC Class Codes: H04M 7/0033 Notification or handling of incoming calls by a computer
• CPC Class Codes: H04M 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal

Abstract

A system for balancing outbound dialing rate with agent utilization in a telephony call center, minimizing wait time for answered outdialed calls has a call number generating module for generating numbers to be automatically dialed, a dialing unit for dialing numbers generated, a queue for queing answered calls, and a stat module for monitoring performance and generating a call generation rate. The system uses an analytical method in one embodiment for determining the call generation rate, wherein the method uses one or more of distribution function of system processes, numerical methods, solving of non-linear equations, or probability techniques. In another embodiment the system accomplishes the same purpose using a simulation method for determining the call generation rate, wherein parameters relating to a queing system are estimated in absence of sufficient information by simulating each of the system'"'"'s processes, predicting behavior of the system on basis of previous experience, and finding optimal point in future to make a next call.

Claims

1. A system for balancing outbound dialing rate with agent utilization in a telephony call center, minimizing wait time for answered outdialed calls, comprising:

a call number generating module for generating numbers to be automatically dialed;

a dialing unit for dialing numbers generated;

a queue for queing answered calls; and

a stat module for monitoring performance and generating a call generation rate;

characterized in that the system uses a simulation method for determining the call generation rate, wherein parameters relating to a queing system are estimated in absence of sufficient information by simulating each of the system'"'"'s processes, predicting behavior of the system on basis of previous experience, and finding optimal point in future to make a next call.

2. A simulation method for minimizing time in queue for parties answering outdialed calls, in an outdialing system comprising steps of:

(a) simulating each of the system'"'"'s processes;

(b) estimating parameters related to the system in absence of sufficient information based on step (a);

(c) predicting behavior of the system on basis of previous experience; and

(d) finding an optimal point in the future to make a next call, based on results of steps (a)-(c).