Pacing

Interaction Dialer's pacing algorithm has been improved over many years of real-world experience and, in head-to-head tests, has proven itself to be a top performer in keeping agents busy while maintaining abandoned rate goals.

• Pacing algorithm keeps agents as busy as possible while maintaining abandon rate goals

• Pacing can take advantage of staging for better predictions

Feature Overview

A pacing algorithm is a calculation that determines the timing and number of outbound calls. The calculation analyzes a number of factors including agent status, stage completion measurements per agent, and call list quality. The pacing algorithm uses real-time statistics to estimate when each agent will finish the current call. The system queues and places multiple outbound calls while agents are busy, to ensure that a targeted party is answering at the moment that the agent becomes available.

Factors analyzed by the predictive algorithm include:

• Number of available telephone lines

• Number of available agents

• Skill requirements of the contacts and skills of the available agents

• Probability of getting no answer, a busy signal, a disconnected number, an operator intercept (SIT) or an answering machine

• Time between calls required for maximum operator efficiency

• Average length of each conversation

• Average length of time the agents need to enter the data from the call

• Current versus configured abandoned rate

• Recent history of inbound and other non-outbound interactions handled by agents