Performance analysis of the Outbound Call Management system
Mohsen Sarraf · 1989
The Outbound Call Management (OCM) system automatically dials phone numbers from a long predetermined list for human agents. A technique is provided to determine the number of calls to launch for the Outbound Call Management system to achieve a good agent efficiency performance measure, giving the queuing tolerance level. Subsequently, an approximate method is introduced that calculates the efficiency of the system, and the number of trunks required, along with the probability that a called customer will join a queue due to lack of agents.>