[Asterisk-Users] Even Newer Patch to app_queue with skillbased strategy

[Anthony Minessale]

> and the bits 1,2,4
>
> For the queue skillmask just keep multing the number by 2
>
>
> 1 = sales
> 2 = tech level 1
> 4 = tech level 2
> 8 = tech level 3
> 16 = advanced problems
> 32 = coperate
>
>
> to allow a queue member to be allowed to take the call just add up
> all the numbers that go with his skills and set that as his skillmask

I suggest looking at ast_get_group() for an easy way to do what you're
trying to do here with the group numbers.  Your ideas are great though 
:)

Mark

 
I did encounter the groups but I was encountering some difficulty with the metric
when I added a group into a queue it always seemed to win the metric battle 
despite the penalty.  
 
Something I have been playing with is taking the penalty and using it to rank the queue 
members by regenerating queues.conf every 1 hour with every agent defined seperatly
and each with a different penalty so , in the case of sales, using the cdr and some carefully planned relations between sales records and a database I would calculate the 
efficiency of the sales team every 1 hour and redraw the queue moving the best performers to the top.  
 
My motivation for the skillbased routing comes more from a tech support requirement 
than a sales one.  My intention is to make a database of agents with the various skills 
they possess all wrapped up into that 1 numeric representation.
 
My examples would have better suited me if they demonstrated this better
 
1 = email expert
2 = unix expert
4 = windows expert  (huh?)
7 = hardware specialist
 
Then when a call comes in and after a few questions you determine the call
requires the attention of someone who understands unix issues 
 
One would pass the value 2 as the skillmask allowing any agent with 
the 'unix' bit set (a.k.a. 2) to take the call.
 
 
Also I want to implement dynamic queue addition using this concept
so an AGI can be used to query your agent id then make several
calls to AddQueueMember and report your current skillset via the skillmask parameter.
 
I know asterisk has an app for talking to pg and so forth but what I like the most about 
it is it's similarity to 'legos' so I try and follow that mentality where you dont make 
features for it you make interfaces to hang your features.  just like lego only provides 
you with a pile of bricks and  a few specialized ones such as motor lights etc..
 
 
 
  
 
 
 
 
 
 


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