System and methods for predicting future agent readiness for handling an interaction in a call center

摘要

A system for making outbound calls includes a first node connected to a network for placing outbound telephone calls, a second node connected to the network and accessible to the first node for reporting agent status relative to busy, ready, and time to ready, a number of agent appliances connected to the network and accessible to the second node, and a number of agent activity applications installed one per on the agent appliances. In a preferred embodiment outbound calls are predicted based on the number of agents reported ready to accept a call plus the number of agents predicted to be ready to accept a call within a specified time window.

主权项

1. A method for initiating outbound interactions comprising:
determining, by a processor, a preliminary number of outbound interactions based on a first number of agents identified as ready to handle interactions, a second number of agents identified as agents predicted to be ready to handle interactions within a time period, and a number of active interactions waiting to be handled by an agent; determining, by the processor, an admissible number of outbound interactions by adjusting the preliminary number of outbound interactions based on percentage constants relative to an interaction hit rate and relative to a percentage of abandoned interactions; and transmitting, by the processor, a command for initiating outbound interactions based on the admissible number of outbound interactions.