Need some discussion

[Mike G]

Working solo is tough sometimes, no sounding board for ideas; hoping y'all can help...

I am working on an app for a call center and my brain is out of ideas.

I am trying to figure out how to make and maintain a queue for calling.

So, I have a caller who has a territory, say zipcode 12345.

Query the database for all of 12345 sort alphabetically and in the morning give them record 1. Timestamp it.

They make it to the middle of B..

Tomorrow I don't want them starting at A again..now what?

Further, when I import new contacts, I don't want them to have to wait until they hit Z and start over to see them.

So, ideas on how to build a queue? I am all idea'd out...or over thinking it...

TIA

M

[Ajas Mohammed]

Mike,

What resets them from B to A the next day?

Thanks,

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<Ajas Mohammed /> 

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[shaneh...@gmail.com]

Use javascript / json to add time stamps when record is opened and / or finished.  Or perhaps just set a flag in the db when finished using CF.

Then in your sql call ignore those records.

But I think I’m missing some complexity here?

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[james....@bakerbotts.com]

RE: starting back at A the next day – you could flag worked numbers in the database as “reviewed” or “completed” and that’s how you know where to start them off on their next session when they log in – that way if they are say working ZIP code 12345 and 50 new entries get added in the interim, those will show up as needing review, regardless of their alphabetical order.

 

I think an intersecting table containing the user ID and the ticket or record ID and the status ID would be best as far as normalization goes, but that’s just off the top of my head.

 

From: hou...@googlegroups.com <hou...@googlegroups.com> On Behalf Of Mike G
Sent: 23 January, 2019 4:48 PM
To: hou...@googlegroups.com
Subject: [houcfug] Need some discussion

 

Working solo is tough sometimes, no sounding board for ideas; hoping y'all can help...

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[Billy Cravens]

We do a lot of work with queues and dates and workflows. The best pattern I've found is to have an attached events table. That's how you exclude (or if you want to be able to circle back around after you've gone through the list, group by record and sort by min(call_date) or something like that). I wouldn't sort by just name; I'd sort by the date the record was added and then name.

Billy Cravens

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[Mike G]

I don't really want them to start at A every day, and when they get to Z, want them to be able to restart at A.  I do record lastCallAttempt and lastCallReach timestamps.

I considered querying "where lastCallAttempt gt 30/60/90 days"...but with call lists ranging from 100 to 50000 records, isn't dynamic enough..

[Mike G]

BTW, the A-Z is just to make the problem easier to explain.

[Seth Bienek]

It sounds like you are looking for a prioritization algorithm.  If this is for a sales system, I would want to rank the callers in order of most valuable to least valuable.  Some sources of data might be more valuable than others, better leads etc.  Do you have data to support this type of sorting? 

 

Otherwise, you might want to do a hybrid of alphabetic and days since contacted.  You could have them pick up where they left off (middle B’s, etc).  You don’t want them to wait until they get to the Z’s before they start over, but when will the Z’s be contacted?  Is there a business justification for going in alphabetical order?

 

One alternative also might be to let the users sort and filter to determine who they call in what order.  Or does the customer have ideas for what would be the most effective? 

 

There are a lot of variables and approaches to what you want to do, I guess my first question would be, above all else, What Will Make the Business the Most Money.

 

Hope This Helps,

 

Seth

 

From: hou...@googlegroups.com <hou...@googlegroups.com> On Behalf Of Mike G

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[Mike G]

Well, as I said, the A-Z was really just to simplify the problem to explain it; the lists are built with and ad hoc query tool.  The real question was managing the queue, remembering position and having pagination.  But, I did come up with a solution.

The list is defined by an adhoc query and sorted. (sort depends on the list)

A "queue" table records the PKID from the contact list, the List ID, and the userid of the list user.  Using Rownumber I am able to get previous and next based off of current record.

Every record update or page change  updates the current pkid and saves it in the queue table.

Record pagination has First, Last, Next and Previous

Works like a charm!

Thanks all for the sounding board, it really helped break the logjam in my brain..

M