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Systems and methods for scheduling of outbound agents

  • US 8,873,732 B2
  • Filed: 02/27/2012
  • Issued: 10/28/2014
  • Est. Priority Date: 03/30/2006
  • Status: Expired due to Fees
First Claim
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1. A method of scheduling outbound agents, the method comprising:

  • identifying a workload comprising a plurality of outbound contacts;

    receiving historical information comprising connection rates of past outgoing contact attempts;

    scheduling the outbound contacts based at least on the connection rates of the past outgoing contact attempts;

    scheduling the outbound agents based upon the scheduled outbound contacts into an outbound schedule; and

    combining the outbound schedule with an inbound schedule, resulting in a combined outbound and inbound schedule.

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