[Asterisk-Users] app_queue, fewestcalls and leastrecent logic

[Brian West]

But how do you translate inhouse to logic for app_queue. :P

On Mon, 11 Aug 2003, Richard Lyman wrote:

> ok and what happens when agentA in on a 3 hour call? once again i think
> this type of 'senario' should be covered by 'in house' policy.. not some
> super queue tweek <G>
>
> Brian West wrote:
>
> >Ok just had my boss point something out:
> >
> >"I'd think dumping calls on most-idle would be fairly straightforward, but
> >could be skewed if agentA is on a 40 minute call, agentB has a bunch of 5
> >minute calls"
> >
> >So total call time should be counted in the logic somewhere.
> >
> >bkw
> >
> >On Sun, 10 Aug 2003, Brian West wrote:
> >
> >
> >
> >>I think we are starting to see what type of logic people are wanting in
> >>fewestcalls and leastrecent strategy.
> >>
> >>bkw
> >>
> >>On Sun, 10 Aug 2003, Richard Lyman wrote:
> >>
> >>
> >>
> >>>i disagree, instead of thinking 'fallback' how about 'order' the agents
> >>>(by effecting the 'metric') so you 'target' the agent you want first
> >>>then if fail they go right to the next one in the 'ordered' list.
> >>>
> >>>Brian West wrote:
> >>>
> >>>
> >>>
> >>>>leastrecent suffers the same fait as fewestcalls onlying ringing the
> >>>>leastrecent agent over and over endlessly.  It should have a fallback
> >>>>option.
> >>>>
> >>>>roundrobin with leastrecent first
> >>>>roundrobin with fewestcalls first
> >>>>
> >>>>I would like to see a roundrobin with leastbusy first option.
> >>>>(just because you have taken less call or leastrecent doesn't mean you
> >>>>haven't been a busy agent!)
> >>>>
> >>>>I'm sure better autologoff logic as per my first email would be a great
> >>>>idea also.
> >>>>
> >>>>bkw
> >>>>
> >>>>On Sun, 10 Aug 2003, Richard Lyman wrote:
> >>>>
> >>>>
> >>>>
> >>>>
> >>>>
> >>>>>well if you ask me, the leastrecent part would work if you reversed the
> >>>>>logic on the metric.
> >>>>>
> >>>>>my other last_used mod would do a time_t on that agent the last time it
> >>>>>was 'tried' (ast_request'd) then (i was using arrays) qsort so that (new
> >>>>>agents) '0' would be on top, and the agent that got the most recent
> >>>>>attempt would be on the bottom '1057174447' (below is an example)
> >>>>>
> >>>>>   -- sorted agent array: 317 last_used: 0
> >>>>>   -- sorted agent array: 318 last_used: 0
> >>>>>   -- sorted agent array: 319 last_used: 0
> >>>>>   -- sorted agent array: 300 last_used: 1057174447
> >>>>>
> >>>>>that way, (for leastrecent anyway), you are always working with a full stack of agents.
> >>>>>
> >>>>>
> >>>>>
> >>>>>Brian West wrote:
> >>>>>
> >>>>>
> >>>>>
> >>>>>
> >>>>>
> >>>>>>First of all I would like to thank Mark for getting roundrobin to go
> >>>>>>roundrobin.  Good job.
> >>>>>>
> >>>>>>Now we have some options here for leastrecent and fewestcalls strategy. It
> >>>>>>needs some work on the logic and Mark recommend that I ask the list and
> >>>>>>get some input before he makes any changes to it.
> >>>>>>
> >>>>>>fewestcalls from what I have seen would always ring the agent with the
> >>>>>>fewestcalls first then go into roundrobin if that agent didn't answer.
> >>>>>>
> >>>>>>Next new caller would ring fewestcalls agent first then start roundrobin.
> >>>>>>
> >>>>>>What do you think should happen in fewestcalls?  Right now it just rings
> >>>>>>the agent with the fewestcalls over and over with current app_queue logic.
> >>>>>>
> >>>>>>leastrecent from what I have been looking at will ring the agent that has
> >>>>>>least recently take a call first then if they don't answer go into
> >>>>>>roundrobin.  Then the next new call coming from queue would first go to
> >>>>>>the leastrecent first then try every agent in roundrobin till answered
> >>>>>>then starting over again.  New caller from queue hits leastrecent agent
> >>>>>>first.
> >>>>>>
> >>>>>>Same thing happens in leastrecent strategy. The leastrecent agent will
> >>>>>>ring over and over with current app_queue logic.
> >>>>>>
> >>>>>>Now some of you might recommend autologoff options.  But that also might
> >>>>>>need some work.  I don't want to log off an agent for not answering the
> >>>>>>phone only once.  So here is how I would like to see autologoff work.
> >>>>>>
> >>>>>>Example:
> >>>>>>queue timeout = 20
> >>>>>>agent autologoff = 60
> >>>>>>
> >>>>>>The agent would have to not answer their phone 3 times in a row to get
> >>>>>>logged off.  As it stands now they did not answer just once and get logged
> >>>>>>off.  Thus allow for an employee to use the excuse for not working when
> >>>>>>they should be logged in and taking calls.
> >>>>>>
> >>>>>>Unless i'm wrong here.
> >>>>>>
> >>>>>>Please post your input on these options and how you would like them to see
> >>>>>>them function function.
> >>>>>>
> >>>>>>Thanks,
> >>>>>>Brian
> >>>>>>CWIS Internet Services
> >>>>>>
> >>>>>>
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> >>>>>>
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