468182 - Fix the order of chat offers, with older chats given priority

Status: RESOLVED WONTFIX

(support.mozilla.org Graveyard :: Chat, defect)

Description

[Matthew Middleton (:zzxc)]

Chats are currently offered to agents in random order.  When an agent sets available, the order of chats should be:
1) Any chats with the user's nickname or JID as the "Preferred helper"
2) Chats offered in chronological order, oldest first, not including chats rejected in the past 2 minutes
3) Chats rejected in the past 2 minutes

This will reduce the need for helpers to reject newer chats to get to older ones and make the process of following up via 'preferred helper' quicker.  The order above should be followed any time the agent is available to take chats.  This includes every time the user sets available and every time the user's chat count drops below max-chats.

Comment 1

[Majken Connor [:Kensie]]

For reference sake, I don't believe it's random. Let's say there are 5 chats in the queue, chat 1, chat 2, chat 3, chat 4 and chat 5 where chat 1 has been waiting the longest and chat 5 has just entered the queue.

The server seems to offer the next chat in numerical order than it offered previously.

So if it offers chat 1 to helper A, and helper A rejects it, it then offers chat 2 to helper A. If helper B signs on it will then offer chat 3 to helper B. If helper A has been offered chat 4 in the mean time it will then offer chat 5 to helper B. Then it will start again from the beginning.

Comment 2

[Tom Ellins [:TMZ]]

we missied 1.0 so remilestoneing to future

Comment 3

[Matthew Middleton (:zzxc)]

The current chat dispatching behavior seems to be causing Openfire to freeze occasionally (bug 495308), so I'm adding this bug to the next release.

Comment 4

[Kadir Topal [:atopal]]

I'm WONTFIXing this, since we don't have Live Chat at the moment and even if we decide to have one in the future it would be using different technology.