System and methods for outbound dialing in multi-campaign and blended environment of virtual contact center

摘要

A method for determining a number of calls to generate for a specific outbound campaign in an automated contact center based upon a prediction of agent occupancy in a future time period, wherein the automated contact center processes one or more outbound campaigns. The estimates a total number of outbound agents available to the one or more outbound campaigns. By using the total number of outbound agents, an effective number of agents for the specific outbound campaign is determined according to a ratio. The effective number of agents is used to determine a number of outbound calls to generate for the specific outbound campaign according to a dialing method. Calls are then generated for the specific outbound campaign based upon the determined number of outbound calls to generate.

主权项

1. A method, performed by an automated dialing system, for determining a number of outbound calls to generate for a specific outbound campaign in a blended environment managed by an automated contact center, wherein the automated contact center processes a plurality of outbound campaigns and one or more non-outbound agent activities, the method comprising:
collecting empirical data on the outbound campaigns and the one or more non-outbound agent activities; estimating an estimated number of non-outbound agents for each of the one or more non-outbound agent activities using the empirical data associated with that non-outbound agent activity; determining an effective number of agents available to the outbound campaigns using the estimated number of non-outbound agents for each of the one or more non-outbound agent activities; determining a number of outbound agents available to the specific outbound campaign by multiplying the effective number of agents by a ratio, the ratio representing an amount of a parameter for the specific outbound campaign divided by a total amount of the parameter for the plurality of the outbound campaigns, wherein the parameter is agent workload or generated calls; and determining the number of outbound calls to generate for the specific outbound campaign using the number of outbound agents available to the specific outbound campaign and the empirical data associated with the specific outbound campaign.