Method and system for managing interactive communications campaigns with call pacing

摘要

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.

主权项

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.