Summary:ASTERISK-17354: Dynamic prioritization of agents in a queue based on an outside metric
Reporter:Jay Reeder (escape2mtns)Labels:
Date Opened:2011-02-04 14:12:39.000-0600Date Closed:2011-06-07 14:01:04
Versions:Frequency of
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.


Thought about it after reading this article: http://www.ajc.com/business/improving-the-call-center-790343.html
Comments:By: Leif Madsen (lmadsen) 2011-02-07 12:20:33.000-0600

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.