| 摘要 |
The concept and evolution of pacing algorithms and the benefits that result from their use in predictive dialers in call centre activities have been appreciated for a number of years. Predictive dialing is a state of the art technology for call centres. A predictive dialer automatically dials new customers before the call centre agents or attendant s finish talking with their current customers. In this way, the predictive dialer is able to connect the new customers to the agents immediately after the agents become available. The core of the predictive dialing technology is the pacing algorithm which directs the telephone dialer as to when and how many customer telephone numbers it should dial. Pacing processes use predictive engines to estimate how many currently busy agents may become available within a given timeframe. Most existing predictive engines predict the agent availability in terms of yes/ no decisions on an agent by agent basis. This approach does no t fit very well with the real call centre situation where the availability of the agent s as a whole is more essential than the availability of each individual agent. The pacing algorithm of the subject of this application, is based upon mathematical probability models a nd provides more accuracy in the dialing of outgoing telephone calls from a call centre than the use of presently known pacing algorithms. None of the existing algorithms take into account the multi-dimensional aspect of the probabilistic model as is described. The use of this algorithm could eliminate or at least minimize annoying calls from both customers and the attendant's point of view, when calls are made, and it is subsequently found that no one is at the other end of the connection.
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