Add additional call queue rotation strategies

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Currently the "Rotation" setting for call queues works using a "most idle" call queue strategy. This  means, that calls are routed to the agent who has been available the longest first.

This isn't exactly ideal because this allows for easy call-avoidance. It would be great if we can choose Rotation, and then a sub-menu that allows us to choose one of the three types of queue strategies. The most common would be:

  • Round robin, circulate through agents in a fixed order with no regard to idle times
  • Most idle, route calls to the agents who have been available the longest in that queue
  • Fewest calls, route calls to the agents who have had the fewest in bound calls for that day
  • Least recently called, route the next call to the agent who received a call last among the queue
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Alex Taguchi

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Posted 3 years ago

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