[asterisk-bugs] [Asterisk 0018751]: Dynamic prioritization of agents in a queue based on an outside metric

[Asterisk Bug Tracker]

The following issue has been SUBMITTED. 
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https://issues.asterisk.org/view.php?id=18751 
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Reported By:                escape2mtns
Assigned To:                
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Project:                    Asterisk
Issue ID:                   18751
Category:                   Applications/app_queue
Reproducibility:            N/A
Severity:                   feature
Priority:                   normal
Status:                     new
Asterisk Version:           SVN 
JIRA:                        
Regression:                 No 
Reviewboard Link:            
SVN Branch (only for SVN checkouts, not tarball releases): N/A 
SVN Revision (number only!):  
Request Review:              
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Date Submitted:             2011-02-04 14:12 CST
Last Modified:              2011-02-04 14:12 CST
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Summary:                    Dynamic prioritization of agents in a queue based on
an outside metric
Description: 
I'm thinking about a patch/modification to Asterisk queues that would
allow dynamic prioritization of agents in a queue based on an outside
metric.  For example, a call could come into the Asterisk queue and it
would identify 5 potential recipients available.  It might then offer an
external script to prioritize those agents for this call.  

In using the above capability, we could prioritize the agents based on
quality score for the account related to the call.

Our call center assigns a DID for each account and we audit/grade every
operator call. On the back-end, we could have a table that tracks a
percentage
rating by operator for each account.  Then we can take the account the
call is for, and check each of the operators available to take that call
and pull their "rating".  Then we can return the list of operators to
Asterisk in order of higher quality rating.

Every call would be routed to the person/personality best trained or
suited for that type of account.

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Issue History 
Date Modified    Username       Field                    Change               
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2011-02-04 14:12 escape2mtns    New Issue                                    
2011-02-04 14:12 escape2mtns    Asterisk Version          => SVN             
2011-02-04 14:12 escape2mtns    Regression                => No              
2011-02-04 14:12 escape2mtns    SVN Branch (only for SVN checkouts, not tarball
releases) => N/A             
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