Custom list handling in a campaign

[smontoya]

Hi,

I'm attempting to create a custom way of handling calls to agents in auto dial in a campaign, besides the existing longest_wait_time, fewest_calls, random, etc... any clue where to find this code will do.

What I'm attempting to do is add most_calls to give priority to agents that have a good ranking taking calls and have been handling more calls.

Thanks in advance,

Sergio.

[DomeDan]

Easy

domedan@Host:/usr/local/src/vicidial/trunk$ grep -nR --color 'longest_wait_time' agi/
agi/agi-VDAD_ALL_inbound.agi:2199: if ($CAMP_callorder =~ /longest_wait_time/i) {$agent_call_order = 'order by vicidial_live_agents.last_state_change';}
agi/agi-VDAD_ALL_outbound.agi:1982: if ($CAMP_callorder =~ /longest_wait_time/i) {$agent_call_order = 'order by last_state_change';}

And its very simple to add a new one, its just a IF-case and the sql "order by"
and then you need to add it to the list in the admin page of-course.

I would not try to use most_calls, I guess it would result in that some agents wont get any calls, but its a easy change so go ahead and add it and find out if that is what you want

[smontoya]

Perfect, thanks! New methods added

[williamconley]

Almost makes you want to create a new table with those in it and a web page to edit the table so call centers can experiment with different sql queries for ordering. Easily. Without CLI access. Just like filters.

[Acidshock]

Yea I would love to create a way for closers to start getting more calls based on their dispositioned sales. Hotter the closer becomes for the day the more calls they get. Maybe also something like the hotter the closer gets the more calls he gets from like openers.

[mflorell]

We had a client that wrote a custom script that would run once an hour and update each users' rank based upon their calculation of productivity, so that the best agents would get the highest ranks and thus get the most calls. It really wasn't that hard of a project, once they finally set what their criteria was going to be.