Method and process for optimal agent allocation

Abstract

A computer-implemented method generally pertains to identifying, by a processor, available agents to receive calls from a plurality of callers within a network. In addition, the computer-implemented method further comprises arranging, by the processor, the available agents based on a number of ringing calls after a last call among the agents is answered. The available agents not receiving the ringing calls are identified to receive incoming calls. The computer-implemented method also includes inserting, by the processor, the available agents into a plurality of groups or batches to receive calls from the plurality callers. The computer-implemented process also includes providing one or more of the calls to the available agents in the plurality of groups or batches not receiving the ringing calls.