pacing

Pacing is an algorithm that keeps agents as busy as possible while maintaining abandon rate goals. The pacing algorithm 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.