PREDICTIVE DIALING BASED ON SIMULATION

Simulation is used to determine optimal dialer parameters for a predictive dialing system. A call history is logged over a period of time for a plurality of outgoing calls initiated by the predictive dialing system. The call history includes call data for each of the outgoing calls. A simulation is run on the call history by adjusting one or more dialer parameters and determining one or more values for those dialer parameter values that provide at least a target agent utilization within the simulation without causing a threshold abandonment rate to be exceeded within the simulation. Timing and/or quantity of outgoing calls to be initiated by the predictive dialing system are determined based, at least in part, on the one or more values for the dialer parameters determined from the simulation. The predictive dialing system initiates outgoing calls in accordance with the determined timing and quantity.