SYSTEM AND METHODS FOR PREDICTING FUTURE AGENT READINESS FOR HANDLING AN INTERACTION IN A CALL CENTER

摘要

A system for making outbound calls includes a first node connected to a network for placing outbound telephone calls, a second node connected to the network and accessible to the first node for reporting agent status relative to busy, ready, and time to ready, a number of agent appliances connected to the network and accessible to the second node, and a number of agent activity applications installed one per on the agent appliances. In a preferred embodiment outbound calls are predicted based on the number of agents reported ready to accept a call plus the number of agents predicted to be ready to accept a call within a specified time window.

主权项

1. A system for making outbound calls comprising:
a first node connected to a network for placing outbound telephone calls; and a second node connected to the network and accessible to the first node for reporting agent status relative to not ready, ready, and time to ready; characterized in that the correct number of outbound calls to dial is determined based on the number of agents reported ready to accept a call plus the number of agents predicted to be ready to accept a call within a specified time window.