[Asterisk-Users] app_queue, fewestcalls and leastrecent logic

[Richard Lyman]

translation:  manager gets off thier fat ass and actually talks to 
agentA regarding 'INHOUSE' policies, and how it will effect the agents 
employment!

<G>

Brian West wrote:

>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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>>>>>>>>http://lists.digium.com/mailman/listinfo/asterisk-users
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>>                
>>>>>>>>
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>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>>              
>>>>>>>
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>>>>>>
>>>>>>
>>>>>>
>>>>>>
>>>>>>            
>>>>>>
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>>>>>
>>>>>          
>>>>>
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>>>>        
>>>>
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>>>      
>>>
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