Adaptive feedback arrangement for controlling agent availability service level in a predictive dialer

Abstract

A feedback control for a predictive dialer employs three feedback loops. A first feedback loop adjusts the dialer's call initiations to compensate for error between the desired, reference, service level and a service level realized by calls that were initiated by the predictive dialer to steer the realized service level to the reference service level. A second loop adjusts the predictive dialer's call initiations for margin between the number of non-nuisance calls (successes) initiated by the predictive dialer over a time and the number of successes that would have been sufficient to produce the reference service level to force the realized service level to converge to the reference service error while ensuring that the oscillations of the realized service level stay above the reference service level. A third loop controls the aggressiveness with which the predictive dialer initiates calls, with a calibration factor that compensates for systematic error in the aggressiveness and possibly attenuates oscillations in the realized service level.