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

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Fama, Jason
• Primary Examiner(s): ADDY, THJUAN KNOWLIN
• Application Number:
  US13/406,506
• Publication Number:
  US 20120224679A1
• Time in Patent Office: 974 Days
• Field of Search: 379/265.01, 379/32.02, 379/196, 379/266.1, 379/265.06, 379/265.02, 379/265.05, 379/265.11, 379/266.07, 379/266.08, 379/265.8, 379/265.07, 379/265.12, 379/265.13, 379/265.14
• US Class Current: 379/265.01
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26

Abstract

A system for scheduling outbound agents comprises an instruction execution system. The instruction execution system is configured to identify a workload comprising a plurality of outbound contacts. The instruction execution system is further configured to receive historical information comprising connection rates of past outgoing contact attempts. The instruction execution system is further configured to schedule the outbound contacts based at least on the connection rates of the past outgoing contact attempts.

Claims

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.

2. The method of claim 1 wherein scheduling the outbound contacts based at least on the connection rates of the past outgoing contact attempts comprises assigning the outbound agents to the workload to handle the outbound contacts.

3. The method of claim 1 wherein the connection rates of the past outgoing contact attempts are provided for a plurality of time periods.

4. The method of claim 3 wherein the connection rates of the past outgoing contact attempts describe rates at which the past outgoing contact attempts were successfully connected for each of the time periods.

5. The method of claim 4 wherein scheduling the outbound contacts based at least on the connection rates of the past outgoing contact attempts comprises scheduling the outbound contacts during the tune periods having higher likelihoods of successful connection based on the connection rates of the past outgoing contact attempts.

6. The method of claim 1 wherein the plurality of outbound contacts comprises outgoing telephone calls.

7. The method of claim 1 wherein the plurality of outbound contacts comprises web chat sessions.

8. One or more non-transitory computer-readable storage media having stored thereon program instructions for scheduling outbound agents, wherein the program instructions, when executed by a computer system, direct the computer system to:

identify a workload comprising a plurality of outbound contacts;

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

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

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

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

9. The one or more non-transitory computer-readable storage media of claim 8 wherein the program instructions, in order to direct the computer system to schedule the outbound contacts based at least on the connection rates of the past outgoing contact attempts, direct the computer system to assign the outbound agents to the workload to handle the outbound contacts.

10. The one or more non-transitory computer-readable storage media of claim 8 wherein the connection rates of the past outgoing contact attempts are provided for a plurality of time periods.

11. The one or more non-transitory computer-readable storage media of claim 10 wherein the connection rates of the past outgoing contact attempts describe rates at which the past outgoing contact attempts were successfully connected for each of the time periods.

12. The one or more non-transitory computer-readable storage media of claim 11 wherein the program instructions, in order to direct the computer system to schedule the outbound contacts based at least on the connection rates of the past outgoing contact attempts, direct the computer system to schedule the outbound contacts during the time periods having higher likelihoods of successful connection based on the connection rates of the past outgoing contact attempts.

13. The one or more non-transitory computer-readable storage media of claim 8 wherein the plurality of outbound contacts comprises outgoing telephone calls.

14. The one or more non-transitory computer-readable storage media of claim 8 wherein the plurality of outbound contacts comprises web chat sessions.

15. A system for scheduling outbound agents, the system comprising:

an instruction execution system configured to identify a workload comprising a plurality of outbound contacts, receive historical information comprising connection rates of past outgoing contact attempts, schedule the outbound contacts based at least on the connection rates of the past outgoing contact attempts, and schedule the outbound agents based upon the scheduled outbound contacts into an outbound schedule, and combine the outbound schedule with an inbound schedule, resulting in a combined outbound and inbound schedule.

16. The system of claim 15 wherein the instruction execution system configured to schedule the outbound contacts based at least on the connection rates of the past outgoing contact attempts comprises the instruction execution system configured to assign the outbound agents to the workload to handle the outbound contacts.

17. The system of claim 15 wherein the connection rates of the past outgoing contact attempts are provided for a plurality of time periods.

18. The system of claim 17 wherein the connection rates of the past outgoing contact attempts describe rates at which the past outgoing contact attempts were successfully connected for each of the time periods.

19. The system of claim 18 wherein instruction execution system configured to schedule the outbound contacts based at least on the connection rates of the past outgoing contact attempts comprises the instruction execution system configured to schedule the outbound contacts during the time periods having higher likelihoods of successful connection based on the connection rates of the past outgoing contact attempts.

20. The system of claim 15 wherein the plurality of outbound contacts comprises outgoing telephone calls.