Method and process for optimal agent allocation

A system comprising:

• at least one processor;
• and
• a memory comprising a set of instructions, wherein the set of instructions are configured to cause the at least one processor to:
• arrange agents based on a number of ringing calls received by each of the agents, wherein the number of ringing calls are identified in an increasing order;
• determine based on the number of ringing calls, which of the agents in a call center are not receiving the ringing calls, wherein the agents are identified to be given preference to receive one or more new calls, wherein each agent is associated with one of a plurality of groups or batches and each of the plurality of groups or batches is assigned to a corresponding incoming call;
• and
• provide the one or more new calls to batches of the agents not receiving the ringing calls.

A computer program embodied on a non-transitory computer readable medium, the computer program configured to cause a processor to:

• identify calls incoming from a wait queue in a network;
• arrange agents based on a last call answered among the agents;
• arrange the agents based on a number of ringing calls after arranging the agents based on the last call answered, wherein an idle time of the agents not receiving a call is identified to provide preference to the agents with the idle time to receive the incoming calls;
• and
• provide the incoming calls to the agents given the preference based on the idle time.