I'm trying to apply Mibew to our particular case, and I'm just looking for some confirmation that I'm understanding everything correctly, and maybe some advice on how to proceed.
We answer chats for multiple clients. Those clients are grouped into queues based on common skills required by the operators. So, eg, one queue might be for Dentists and another for Lawyers. Operators trained on dental procedures would be assigned to that queue and then handle chats for all different Dentists.
At first glance it looks like groups and parent groups would work for this, but I think it's not really set up that way. I could set up a group called "Dentists," and then create multiple groups named "Dr. A", "Dr. B", etc, with "Dentists" listed as the parent groups. However, assigning an operator to "Dentists" will not assign them to the child groups. Additionally, it looks like the main purpose of parent groups is to assign one company name, logo, etc. This isn't necessary for our purposes, because from the perspective of the visitor they are completely unrelated.
So I'm wondering what the best way to move forward is. I can imagine a plugin that does the following tasks:
- On creation of a new group, find all operators assigned to the parent group and assign them to the new child group
- On assignment of an operator to a parent group, find all child groups and assign operator to those as well
Does this look like a reasonable solution? Are there pitfalls you would expect from this?
On the other hand, if it would be troublesome to re-purpose the groups feature for this, a similar feature could be added called "queues" that would leave the groups functionality intact as it is. I think this would involve at least the following:
- Add Queues page to administrative console
- Allow queue assignment to group edit page
- Allow agent assignment to queues
- Allow reporting by queue
I'm sure there are more things I would think of. If it doesn't cause issues, I think re-purposing parent groups would be the ideal solution, but I look forward to hearing any feedback.
Thanks