System and methods for outbound dialing in multi-campaign and blended environment of virtual contact center

An automated dialing system for determining a number of outbound calls to generate for a specific outbound campaign in a blended environment managed by an automated contact center, wherein the automated contact center processes a plurality of outbound campaigns and one or more non-outbound agent activities, the system comprising:

• one or more processors;
• a non-transitory computer-readable storage medium containing instructions configured to cause the one or more processors to perform operations, including:
• collecting empirical data on the outbound campaigns and the one or more non-outbound agent activities;
• estimating an estimated number of non-outbound agents for each of the one or more non-outbound agent activities using the empirical data associated with that non-outbound agent activity;
• determining an effective number of agents available to the one or more outbound campaigns using the estimated number of non-outbound agents for each of the one or more non-outbound agent activities;
• determining a number of outbound agents available to the specific outbound campaign by multiplying the effective number of agents by a ratio, the ratio representing an amount of a parameter for the specific outbound campaign divided by a total amount of the parameter for the plurality of the outbound campaigns, wherein the parameter is agent workload or generated calls;
• and
• determining the number of outbound calls to generate for the specific outbound campaign using the number of outbound agents available to the specific outbound campaign and the empirical data associated with the specific outbound campaign.

An apparatus for determining a number of outbound calls to generate for a specific outbound campaign in a blended environment managed by an automated contact center, wherein the automated contact center processes a plurality of outbound campaigns and one or more non-outbound agent activities, the apparatus comprising:

• means for collecting empirical data on the one or more outbound campaigns and the one or more non-outbound agent activities;
• means for estimating an estimated number of non-outbound agents for each of the one or more non-outbound agent activities using the empirical data associated with that non-outbound agent activity;
• means for determining an effective number of agents available to the one or more outbound campaigns using the estimated number of non-outbound agents for each of the one or more non-outbound agent activities;
• means for determining a number of outbound agents available to the specific outbound campaign by multiplying the effective number of agents by a ratio, the ratio representing an amount of a parameter for the specific outbound campaign divided by a total amount of the parameter for the plurality of the outbound campaigns, wherein the parameter is agent workload or generated calls;
• and
• means for determining the number of outbound calls to generate for the specific outbound campaign using the number of outbound agents available to the specific outbound campaign and the empirical data associated with the specific outbound campaign.