public bool DispatchCall(Call call)
{
List <Seniority> compatibleSeniorities = CallEmployeeMapper.GetCompatibleSeniorities(call.CallPriority);
foreach (Seniority seniority in compatibleSeniorities)
{
List <Employee> freeEmployees = employees[seniority].Where(employee => employee.IsFree).ToList();
if (freeEmployees.Count > 0)
{
Employee selectedEmployee = freeEmployees[0];
selectedEmployee.AssignCall(call);
if (CallIsEscalated(call) && !selectedEmployee.CanHandleCall(call))
{
selectedEmployee.FinishCall();
return(false);
}
return(true);
}
}
Logger.InfoLog($"No employees with the correct seniority could be found to handle call {call.CallId}, it will be re-added to the queue list.");
return(false);
}
public bool CanHandleCall(Call call)
{
List <Seniority> highSenorities = CallEmployeeMapper.GetCompatibleSeniorities(call.CallPriority);
// check if, after call escalation, the employee can still handle this call
if (!highSenorities.Contains(Seniority))
{
Logger.InfoLog($"Employee assigned to call {call.CallId} is not senior enough to handle the call after priority escalation. The call will be returned to the queue for re-processing.");
return(false);
}
return(true);
}
