Predictive dialing based on simulation

摘要

Simulation is used to determine optimal dialer parameters for a predictive dialing system. A call history is logged over a period of time for a plurality of outgoing calls initiated by the predictive dialing system. The call history includes call data for each of the outgoing calls. A simulation is run on the call history by adjusting one or more dialer parameters and determining one or more values for those dialer parameter values that provide at least a target agent utilization within the simulation without causing a threshold abandonment rate to be exceeded within the simulation. Timing and/or quantity of outgoing calls to be initiated by the predictive dialing system are determined based, at least in part, on the one or more values for the dialer parameters determined from the simulation. The predictive dialing system initiates outgoing calls in accordance with the determined timing and quantity.

主权项

1. A method of determining outgoing calls to be initiated by a predictive dialing system comprising a storage subsystem and a logic subsystem, the method comprising:
logging in the storage subsystem a call history over a period of time for a plurality of outgoing calls initiated by the predictive dialing system, the call history including call data for each of the outgoing calls; executing a program with the logic system to run a simulation on the call history by adjusting one or more dialer parameters and determining one or more values for those dialer parameter values that provide at least a target agent utilization within the simulation without causing a threshold abandonment rate to be exceeded within the simulation; and with the program, determining outgoing calls to be initiated by the predictive dialing system based, at least in part, on the one or more values for the dialer parameters determined from the simulation; wherein the period of time is a preceding window of time ending at a time when the simulation is run.