关键词: 预测式外呼算法, 动态统计, 排队论, 生灭过程, 坐席利用率, 电话呼损率

Abstract: Aiming at the shortcomings of current predictive outbound algorithm, this paper proposes an algorithm that divides predictive outbound algorithm into two parts, predictive outbound algorithm and dynamic statistic. This paper provides optimal methods for both parts, avoiding the bottleneck caused by only optimizing one of them. Dynamic statistics allows to employ various kinds of strategies according to the current state and historical data without concern of how the algorithm is implemented or whether it's useful, it can also generate random numbers in accordance with common distributions, like exponential distribution, Poisson distribution, normal distribution, Chi-square distribution and gamma distribution etc., based on the theoretical model built by the algorithm. Predictive outbound algorithm provides an effective link-theory-and-practice algorithm based on queuing theory model, increasing agent utilization and decreasing call lose rate at the same time.

Key words: predictive outbound algorithm, dynamic statistics, queuing theory, birth-and-death process, agent utilization, call lose rate