public bool Enqueue(ChatSession session)
{
// TODO at the moment we are not handling the concept of office hours
// since the requirements in the document are not clear for this part.
// Apart from this there is a time constraint. This could easily be added
// in the future
if (IsFull())
{
return(false);
}
queue.AddOrUpdate(session.ChatSessionId, session, (key, oldValue) => session);
return(true);
}
public void AssignChatToNextAvailableAgent(ChatSession chatSession)
{
var nextJuniorAvailable = team.Values.Where(x => x is JuniorSupportAgent && x.ChatSessionQ.Count() < x.Capacity * 10).OrderBy(m => m.ChatSessionQ.Count()).FirstOrDefault();
if (nextJuniorAvailable != null)
{
nextJuniorAvailable.ChatSessionQ.AddOrUpdate(chatSession.ChatSessionId, chatSession, (key, oldValue) => chatSession);
sessionAgents.AddOrUpdate(chatSession.ChatSessionId, nextJuniorAvailable.AgentId, (key, oldValue) => nextJuniorAvailable.AgentId);
logProvider.Trace(MethodBase.GetCurrentMethod().Name, $"Assigned Chat Session ID: {chatSession.ChatSessionId} to Junior Agent ID: {nextJuniorAvailable.AgentId}");
return;
}
var nextMidLevelAvailable = team.Values.Where(x => x is MidLevelSupportAgent && x.ChatSessionQ.Count() < x.Capacity * 10).OrderBy(m => m.ChatSessionQ.Count()).FirstOrDefault();;
if (nextMidLevelAvailable != null)
{
nextMidLevelAvailable.ChatSessionQ.AddOrUpdate(chatSession.ChatSessionId, chatSession, (key, oldValue) => chatSession);
sessionAgents.AddOrUpdate(chatSession.ChatSessionId, nextMidLevelAvailable.AgentId, (key, oldValue) => nextMidLevelAvailable.AgentId);
logProvider.Trace(MethodBase.GetCurrentMethod().Name, $"Assigned Chat Session ID: {chatSession.ChatSessionId} to Mid Level Agent ID: {nextMidLevelAvailable.AgentId}");
return;
}
var nextSeniorAvailable = team.Values.Where(x => x is SeniorSupportAgent && x.ChatSessionQ.Count() < x.Capacity * 10).OrderBy(m => m.ChatSessionQ.Count()).FirstOrDefault();;
if (nextSeniorAvailable != null)
{
nextSeniorAvailable.ChatSessionQ.AddOrUpdate(chatSession.ChatSessionId, chatSession, (key, oldValue) => chatSession);
sessionAgents.AddOrUpdate(chatSession.ChatSessionId, nextSeniorAvailable.AgentId, (key, oldValue) => nextSeniorAvailable.AgentId);
logProvider.Trace(MethodBase.GetCurrentMethod().Name, $"Assigned Chat Session ID: {chatSession.ChatSessionId} to Senior Agent ID: {nextSeniorAvailable.AgentId}");
return;
}
var nextTeamLeadAvailable = team.Values.Where(x => x is TeamLeadSupportAgent && x.ChatSessionQ.Count() < x.Capacity * 10).OrderBy(m => m.ChatSessionQ.Count()).FirstOrDefault();;
if (nextTeamLeadAvailable != null)
{
nextTeamLeadAvailable.ChatSessionQ.AddOrUpdate(chatSession.ChatSessionId, chatSession, (key, oldValue) => chatSession);
sessionAgents.AddOrUpdate(chatSession.ChatSessionId, nextTeamLeadAvailable.AgentId, (key, oldValue) => nextTeamLeadAvailable.AgentId);
logProvider.Trace(MethodBase.GetCurrentMethod().Name, $"Assigned Chat Session ID: {chatSession.ChatSessionId} to Team Lead Agent ID: {nextTeamLeadAvailable.AgentId}");
return;
}
}