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

[Asterisk Bug Tracker]

The following issue has been CLOSED 
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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:                     closed
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:              
Resolution:                 open
Fixed in Version:           
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Date Submitted:             2011-02-04 14:12 CST
Last Modified:              2011-02-07 12:20 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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 (0131581) lmadsen (administrator) - 2011-02-07 12:20
 https://issues.asterisk.org/view.php?id=18751#c131581 
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I love this idea! And it is certainly great :)  BUT this is not the forum
to discuss the details and such of this patch you will hopefully provide.

Instead, I would encourage you to use the asterisk-users list for
discussion about how to design it (option names for queues.conf, how it
might work, whether it's just something like externnotify in voicemail.conf
to trigger a script, or something more extensive).

For discussions about implementing it into code, and any questions you
come across while coding, please use the asterisk-dev list.

When you have something ready for review, please reopen this issue and
attach your patch to the issue.

Thanks!
Leif. 

Issue History 
Date Modified    Username       Field                    Change               
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2011-02-07 12:20 lmadsen        Note Added: 0131581                          
2011-02-07 12:20 lmadsen        Status                   new => closed       
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