Invention Grant
US08345856B1 Method for estimation impact of calls in dialer for predictive dialing
有权
用于预测拨号的拨号器中呼叫估计影响的方法
- Patent Title: Method for estimation impact of calls in dialer for predictive dialing
- Patent Title (中): 用于预测拨号的拨号器中呼叫估计影响的方法
-
Application No.: US13332490Application Date: 2011-12-21
-
Publication No.: US08345856B1Publication Date: 2013-01-01
- Inventor: Nikolay Anisimov , Dmitry Spasibenko , Sam Shkrabov , David Van Everen
- Applicant: Nikolay Anisimov , Dmitry Spasibenko , Sam Shkrabov , David Van Everen
- Applicant Address: US CA Pleasanton
- Assignee: Five9, Inc.
- Current Assignee: Five9, Inc.
- Current Assignee Address: US CA Pleasanton
- Agency: Jones Day
- Main IPC: H04M7/00
- IPC: H04M7/00

Abstract:
A method for determining a number of calls to generate in an automated contact center, wherein the automated contact center comprises a dialer for dialing generated calls and an agent pool where successfully connected dialed calls are handled by agents. The method collects empirical data on durations in which calls spend in the dialer and agent handling times. The collected data is used to generate discrete density or discrete distribution functions. Using the discrete density or distribution functions, an individual impact is calculated for each call presently in the dialer. The method uses the individual impacts to calculate a dialer impact, which is used to predict a future agent occupancy. Based upon the prediction, a number of calls to generate is determined. Calls are generated based upon the number of calls to generate.
Information query