Pacing outbound communications that generate inbound communications

摘要

Various embodiments of the invention provide methods, systems, and computer program products for pacing outbound communications that generate inbound communications. A number of outbound communications is set to be sent during a first time period and a number of inbound communications expected to be received as a result of sending the outbound communications is determined based on historical data along with a second time period during which the inbound communications are expected to be received. Accordingly, a present capacity is determined during the first time period with respect to one or more resources that are to be used during the second time period to handle the number of inbound communications expected to be received. A determination is made as to whether the present capacity is at an acceptable level and if so, then the outbound communications are sent.

主权项

1. A method for pacing outbound communications that generate inbound communications for a contact center, the method comprising the steps of:
setting a number of outbound communications to send during a first time period; determining a number of inbound communications expected to be received as a result of sending the number of outbound communications based on historical data of outbound communications sent during a prior time period to generate inbound communications in which the outbound communications found in the historical data were sent using a same channel of communication as the outbound communications to be sent during the first time period; determining a second time period during which the number of inbound communications is expected to be received by the contact center based on sending the number of outbound communications during the first time period; and during the first time period:
determining a present capacity of the contact center by a computer processor, wherein the present capacity is with respect to one or more resources that are to be used during the second time period to handle the number of inbound communications expected to be received by the contact center;determining by the computer processor whether the present capacity is at an acceptable level to send the number of outbound communications, wherein the present capacity being at the acceptable level comprises a capacity with respect to the one or more resources required to handle the number of inbound communications expected to be received as a result of sending the number of outbound communications minus the present capacity being less than a threshold value; andin response to the present capacity being at the acceptable level, sending the number of outbound communications using a contact device.