ContactCenters
V. 0.9.9.

Package umontreal.iro.lecuyer.contactcenters.app

Provides an interface for application programs interacting with a contact center simulator or evaluation system.

See:
          Description

Interface Summary
ContactCenterEval Represents a system evaluating some performance measures of a contact center.
ContactCenterInfo Represents an object capable of returning general information about a contact center.
ContactCenterSim Represents a simulation-based evaluation system adapted for contact centers.
ContactCenterSimListener Represents an observer of the progress of a simulation.
ContactCenterSimWithObservations Represents a contact simulator capable of returning individual observations for performance measures.
ContactCenterSimWithObservationSets Represents a contact center simulator producing sets of observations for performance measures.
ObservableContactCenterSim Represents a contact center simulation whose simulation can be observed or stopped.
SimStoppingCondition Represents a simulation stopping condition which is checked before the simulation ends.
 

Class Summary
AbstractContactCenterEval Defines basic methods to implement a contact center evaluation system.
AbstractContactCenterInfo Provides default implementations for some methods in ContactCenterInfo.
AbstractContactCenterSim Helper class to implement a contact center simulator.
CallTraceSorter Reads a call trace produced by a call center simulator using simulation parameters from an instance of SimParams, sorts the calls by increasing arrival time, and writes the sorted trace into a file.
CallTraceSorter.TracedCall Represents a call that has been traced.
CCResultsWriter Helper class for formatting results obtained by evaluating the performance in a call center model for multiple scenarios.
CompareSimResults Provides static methods that can be used to compare simulation results.
ContactCenterEvalResults Contains results obtained by another contact center evaluation system.
ContactCenterEvalResultsConverter Converter for marshalling and unmarshalling objects containing evaluation results.
ContactCenterProgressBar Contact center simulation listener displaying a progress bar for the simulation.
ContactCenterSimResults Extends ContactCenterEvalResults to store additional information related to the simulation of a call center.
LoadSimResults This class contains a main method that loads and displays results from a simulator.
MBatchMeansSim This simulator performs a certain number of replications of a simulation with batch means.
Messages  
OldSimParamsConverter  
PerformanceMeasureFormat Provides basic methods for formatting matrices of performance measures.
PerformanceMeasureFormatExcel Provides methods used to format matrices of performance measures into Microsoft Excel spreadsheets.
PerformanceMeasureFormatText Defines some facilities to format performance measures as strings.
SearchStoppingCondition Early stopping condition allowing to perform a first cut when using neighborhood search.
ServiceLevelParamReadHelper Provides helper methods used to read AWT and target service level information from ServiceLevelParams objects.
SimParamsConverter Parameter converter for SimParams.
SimRandomStreamFactory Represents a random stream factory created using simulation parameters.
 

Enum Summary
ArrivalProcessType Represents the type of arrival process for a blend/multi-skill call center.
CCResultsFormat Result formats available for PerformanceMeasureFormat.formatResults(ContactCenterEval,OutputStream,CCResultsFormat).
ColumnType Represents the column type for a matrix regrouping performance measures.
ControlVariableType Represents types of control variables that can be used by call center simulators.
DialerPolicyType Represents the dialer policy specifying when a dialer must try to make calls and how many calls to try at a time.
EstimationType Represents the type of estimation specified for a group of performance measures.
EvalOptionType Represents an evaluation option type for a contact center evaluation system.
PerformanceMeasureType Represents types of performance measures for contact centers.
RouterPolicyType Represents the type of router's policies supported by blend/multi-skill call center simulations.
RowType Represents the row type for a matrix regrouping performance measures.
 

Package umontreal.iro.lecuyer.contactcenters.app Description

Provides an interface for application programs interacting with a contact center simulator or evaluation system. The ContactCenters library can be used to create simulators modeling complex contact centers. These simulators may be accessed from other programs, e.g., for optimization or statistical analysis. Programs may also use analytical formulas to get approximations of some performance measures, for more efficiency or for comparing with simulation. This package defines an abstract interface permitting such programs to get their data in a standardized way. Package umontreal.iro.lecuyer.contactcenters.msk provides a generic simulator implementing this interface.

The defined interface, ContactCenterEval, represents a system capable of performing evaluations for a contact center. We define an evaluation as a process using user-specified parameters to estimate some performance measures with analytical formulas or simulation. The interface provides a standardized mechanism to run evaluations, and obtain estimates of performance measures. It also supports evaluation options, i.e., parameters that can be changed independently of the specific implementation.

The ContactCenterSim extends the ContactCenterEval interface with methods for obtaining the variance, the minimum, the maximum, and computing confidence intervals. These statistics are available only when performing several replications of a simulation, or when dividing a simulation into batches.

This package also provides an enumerated type, PerformanceMeasureType, that represents the type of a performance measure. An element of this enum can be used as a key to several methods in this package, or queried for information such as a name, the type of estimation, etc. Facilities are also provided to format matrices containing estimates of performance measures of a given type.

This package also defines some commonly-used parameter objects for storing parameters for simulation experiments, and the values of thresholds for computing service levels.


ContactCenters
V. 0.9.9.

To submit a bug or ask questions, send an e-mail to Richard Simard.