TIME SLOT BASED CALL PACING METHOD AND APPARATUS

Pacing algorithms and their benefits in predictive dialers in call center activities have been appreciated for a number of years. A predictive dialer automatically dials new customers before the call center agents or attendants finish talking with their current customers. Pacing processes use predictive engines to estimate how many currently busy agents may become available within a given timeframe. Most existing predictive engines predict the agent availability in terms of yes/no decisions on an agent by agent basis. The inventive pacing algorithm is based upon mathematical probability models and provides more accuracy in the dialing of outgoing telephone calls from a call center by taking into account a multi-dimensional probabilistic model as is described.