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:
processor; and memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to:
identify a plurality of sub-campaigns in a particular outbound campaign, wherein each of the sub-campaigns is configured for a particular number of passes;identify, for a first pass of a first one of the plurality of sub-campaigns, a number of agents offered to the first pass;identify, for the first pass, a number of agents projected to be used for the first pass; andset the first pass at a rate that is to maintain busy the number of agents projected to be used for the first pass, or the number of agents offered to the first pass, whichever is smaller.