Dynamic Call Pacing for Multi-Subcampaign Agent Allocation
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Solution Overview
Problem
Existing communication campaign management systems lack efficient control over agent allocation and call pacing across multiple sub-campaigns, leading to suboptimal resource utilization and potential delays in completing contact lists.
Innovation Solution
A web-based hosted solution that implements pluggable pacing models and just-in-time agent allocation, allowing for dynamic adjustment of messaging rates and agent distribution based on priority, enabling simultaneous progress across multiple sub-campaigns under a single skill group.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If multiple sub-campaigns are run under a single skill group without call pacing control, then agent utilization increases, but resource allocation becomes suboptimal and contact list completion is delayed
Solution Approach 1:
The system implements dynamic call pacing models that automatically adjust the rate of calls across multiple sub-campaigns based on real-time agent availability and campaign priorities. This dynamic control optimizes agent utilization without requiring complex manual allocation, resolving the contradiction between productivity and complexity.
Solution Approach 2:
The system incorporates feedback mechanisms that monitor agent status, campaign progress, and contact list completion rates in real-time. This feedback drives automatic adjustments to call pacing and agent allocation, enabling efficient resource utilization without increasing operational complexity.
2Productivity
If call pacing is controlled manually across multiple sub-campaigns, then resource allocation can be optimized, but the system complexity and operational burden increase
Solution Approach 1:
The system implements self-service call pacing models that automatically manage agent allocation and call rates across sub-campaigns without requiring manual intervention. The system serves itself by dynamically adjusting parameters based on predefined priorities and real-time conditions, maintaining ease of operation while optimizing productivity.
Solution Approach 2:
The system allows administrators to pre-configure pacing models and campaign priorities before execution. These preliminary settings enable the system to automatically optimize agent utilization without requiring complex real-time manual adjustments, preserving ease of operation.
3Adaptability or versatility
If agents are allocated to multiple sub-campaigns simultaneously without pacing control, then service coverage increases, but agent overload occurs and service levels deteriorate
Solution Approach 1:
The system dynamically adjusts the distribution of agents across multiple sub-campaigns based on real-time agent capacity and campaign requirements. This dynamic pacing prevents agent overload while maintaining comprehensive service coverage, resolving the contradiction between adaptability and reliability.
Data Source
AI summary
A Web-based hosted system through which business entities create and manage communications campaigns. The system carries out a communications campaign on behalf of a client. A campaign is a series of calls to a contact list using one or more sub-campaigns. A sub-campaign associates a list of contacts, a script, and a timeframe. An agent typically is a contact center operator. A skill group is a set of agents that are trained to handle a given script. Call pacing enhancements are implemented to allow simultaneous progress on multiple sub-campaigns under a skill group. The techniques enable control over the pacing of individual sub-campaigns when multiple sub-campaigns are running under a single skill group. The service also provides a framework by which a set of “pluggable” pacing models are provisioned and managed, preferably on a per-model basis.