Eis International, Inc.

John E David

Paul Zmuda

Call pacing method in which agent availability and call answers are based on probability statistics and the allowable maximum abandon rate. A weight is assigned each agent engaged in a call or in after-call work. This weight is a function of how long an agent has been engaged in a call or in after-call work, the duration of a time window for which a prediction that the agent will be free is made, and the maximum allowable abandon call rate. The sum of the weights is the predicted number of engaged agents that will become free. The time window is independent of the interval between the dial of a call and when the call is expected to be answered and is automatically adjusted by the system; lengthened when the abandon call ratio falls below the acceptable ratio and shortened when the ratio rises above the acceptable ratio.

Call pacing method

A 'look-ahead' calculation projects what would be the effect on the abandon rate if several additional abandons happened to occur. The method uses the result of this 'look-ahead' calculation of a projected abandon rate to modify its estimation of the number of ringing dials that will or will not result in an answer. If the projected abandon rate indicates the abandon rate is sensitive to an increase in the number of abandons, the method increases the estimate of those ringing calls which are likely to answer by up to two and one-half times the 'average', depending on the degree of sensitivity. If the sensitivity forecasts little danger of exceeding the set abandon rate, the method decreases the estimate of ringing calls that will answer by up to one-half. In the former case, dialing is slowed down and in the latter, dialing is speeded up. Both cases have the advantage to 'looking ahead' rather than simply reacting to events that may not be quickly correctable once they have occurred.

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Fairfield, CT, United States of America

John E David