Queue + skill problem: calls are not routed by longest holdtime
We have agents that have multiple skills:
- team_1 (the team that they are in)
- pool_1 (a pool with lots of calls)
Agents have the same skill weight for team_1 and pool_1.
The problem is that calls are not routed by holdtime, but by skill.
So for for example, if the waiting calls are as follow:
- 1 call with team_1 skill and 90 seconds holdtime
- 1 call with pool_1 skill and 180 seconds holdtime
The call (with a shorter holdtime) with team_1 skill, is routed to the agent. What we would expect, is that the call with the longestholdtime is routed to the agent.
Who is able to help us out? Payment is not a problem at all :-)
RE: Queue + skill problem: calls are not routed by longest holdtime - Added by Jeroen Lambooij 12 days ago
Willing to pay for a solution, this problem is costing me money! :-)
RE: Queue + skill problem: calls are not routed by longest holdtime - Added by Pascal Cadotte-Michaud 12 days ago
at the moment we do not have time to work on that feature. Furthermore, since Digium is working hard to convince people not to use app_queue, I'm pretty sure we will work on another solution based on ARI when we do have time to work on the call center.
RE: Queue + skill problem: calls are not routed by longest holdtime - Added by Jeroen Lambooij 11 days ago
Thanks for your answer. Can you tell me why we should not use app_queue? And can you confirm if the problems that I have, are a bug?
Again, I am willing to pay 1.000 or 2.000 USD for a fix. It might help you out for more development. I am willing to pay such amount because we are loosing money because of this bug.
So, if you could help me out, that would be great!
RE: Queue + skill problem: calls are not routed by longest holdtime - Added by Sylvain Boily 5 days ago
If there is a bug on wazo, please open an issue on our bugtracker with traces and informations to reproduce it.
Thank you for your help!
RE: Queue + skill problem: calls are not routed by longest holdtime - Added by Jeroen Lambooij 5 days ago
Thanks for your response. I will do this!
Another thing, since you have replied my message, I am trying to get in touch with you and/or WAZO. I have send multiple mails to email@example.com, but no response.
Can you check this out?