Method and system for managing interactive communications campaigns with call pacing
First Claim
1. A system for managing outbound communication campaigns comprising:
- a processor; and
a memory coupled to the processor and storing instructions that, when executed by the processor, cause the processor to;
identify, for a first pass of a first one of a plurality of sub-campaigns, a first number of agents offered to the first pass, the plurality of sub-campaigns associated with an outbound campaign;
identify, for the first pass, a second number of agents projected to be used for the first pass;
set the first pass to a rate for occupying the smaller of the first number and the second number of agents with an interaction; and
adjust the set rate based on received user input.
5 Assignments
0 Petitions
Accused Products
Abstract
A Web-based hosted system through which business entities create and manage communications campaigns. The system carries out a communications campaign on behalf of a client. A campaign is a series of calls to a contact list using one or more sub-campaigns. A sub-campaign associates a list of contacts, a script, and a timeframe. An agent typically is a contact center operator. A skill group is a set of agents that are trained to handle a given script. Call pacing enhancements are implemented to allow simultaneous progress on multiple sub-campaigns under a skill group. The techniques enable control over the pacing of individual sub-campaigns when multiple sub-campaigns are running under a single skill group. The service also provides a framework by which a set of “pluggable” pacing models are provisioned and managed, preferably on a per-model basis.
-
Citations
18 Claims
-
1. A system for managing outbound communication campaigns comprising:
-
a processor; and a memory coupled to the processor and storing instructions that, when executed by the processor, cause the processor to; identify, for a first pass of a first one of a plurality of sub-campaigns, a first number of agents offered to the first pass, the plurality of sub-campaigns associated with an outbound campaign; identify, for the first pass, a second number of agents projected to be used for the first pass; set the first pass to a rate for occupying the smaller of the first number and the second number of agents with an interaction; and adjust the set rate based on received user input. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
-
-
10. A method for managing outbound communication campaigns comprising:
-
identifying for a first pass of a first one of a plurality of sub-campaigns, by a computer system, a first number of agents offered to the first pass, the plurality of sub-campaigns associated with an outbound campaign; identifying for the first pass, by the computer system, a second number of agents projected to be used for the first pass; setting, by the computer system, the first pass to a rate for occupying the smaller of the first number and the second number of agents with an interaction; and adjusting, by the computer system, the set rate based on received user input. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
-
Specification