[asterisk-bugs] [JIRA] (ASTERISK-25932) Error in Ring Strategy "leastrecent" using Dynamic Agents

[Jeffrey S Becker (JIRA)]

Jeffrey S Becker created ASTERISK-25932:
-------------------------------------------

             Summary: Error in Ring Strategy "leastrecent" using Dynamic Agents
                 Key: ASTERISK-25932
                 URL: https://issues.asterisk.org/jira/browse/ASTERISK-25932
             Project: Asterisk
          Issue Type: New Feature
      Security Level: None
          Components: Applications/app_queue
    Affects Versions: 12.8.2
            Reporter: Jeffrey S Becker


In most Call Center environments the goal is to send inbound calls to the Agent that has been logged in and waiting the longest. To achieve the above goal the "Ring Strategy" to select is "leastrecent".
BUG:
The "leastrecent" ring strategy allow dynamic agents to “game the system” by logging into and out of a queue to increase the number of calls they receive.
TO RECREATE THE BUG:	
Create a Queue with two dynamic agents. If Dynamic Agent 1 hasn’t taken a call in 10 minutes while Dynamic Agent 2 hasn’t taken a call in 5 minutes the next inbound call would go to Dynamic Agent 1 when a call arrives into the queue, which is great.
But if Dynamic Agent 2 logs out of the queue and immediately back into the queue his time will reset to show he hasn’t taken any calls and thereby get the next call presented into the queue.
TO SOLVE THE BUG:
The solution is to provide a ring strategy that tracks how long a Dynamic Agent has been BOTH logged into a queue and available i.e. truly waiting for a call. If such a ring strategy was available, in the scenario above, Dynamic Agent 2 wouldn’t want to log out and back into the queue as his accrued time in Queue would diminish to 0 and the call would go to Dynamic Agent 1. The longer an Agent sits in a queue without receiving a call the higher their standing in the queue should be and thereby increase their chances of receiving the next call.



--
This message was sent by Atlassian JIRA
(v6.2#6252)