ContactCenters
V. 0.9.9.

umontreal.iro.lecuyer.contactcenters.app
Enum PerformanceMeasureType

java.lang.Object
  extended by java.lang.Enum<PerformanceMeasureType>
      extended by umontreal.iro.lecuyer.contactcenters.app.PerformanceMeasureType
All Implemented Interfaces:
Serializable, Comparable<PerformanceMeasureType>

public enum PerformanceMeasureType
extends Enum<PerformanceMeasureType>

Represents types of performance measures for contact centers. A performance measure estimated by approximation formulas or simulation can be described by a type, an index, and a time interval. The type might be, for example, SERVICELEVEL, while the index might represent a group of contact types called a segment. All statistics concerning a given type of performance measure are regrouped into a matrix with rows corresponding to the index, and columns generally matching the time intervals. See RowType and ColumnType for the possible types of rows and columns in matrices of statistics. Statistics can be point estimators, minima, maxima, variances, or confidence intervals. Point estimators can be computed, depending on the type of performance measure, using averages, functions of averages, averages of functions, or raw statistics. See EstimationType for the possible types of point estimators.

Constants of this enum are used to select a group of measures when obtaining a matrix of results from an evaluation system. This enum defines groups of performance measures, and provides facilities to format results. It does not calculate any matrix of statistics.

Table 1 presents a typical matrix of performance measures whose rows correspond to segments of contact types, and columns to segments of main periods. The upper left part of the table regroups the performance measures concerning specific contact types, and specific main periods. The lower part of the table regroups performance measures concerning segments of several contact types. This lower part appears in matrices of performance measures if K > 1, and contains several rows only if segments of contact types are defined by the user. However, an implicit segment regrouping all contact types always appears provided that K > 1.

In a similar way, the right part of the table regroups performance measures concerning segments regrouping several main periods. These segments, which are time intervals too, can be used, e.g., to get statistics for the morning, the afternoon, the evening, a day of a week, etc. In a similar way to the lower part, the right part of the table shows up only if P > 1, and an implicit segment regrouping all main periods is always displayed. Note that the bottom right element of the matrix corresponds to the performance measure concerning all contact types and main periods.


Table 1: Example of a matrix of performance measures
\begin{table}
\par
\begin{displaymath}\begin{array}{r\vert ccccc\vert ccc\vert} ...
...X_{\cdot,P}&
\cdots & X \\ \cline{2-9} \end{array}\end{displaymath} \end{table}


Segments can also be defined to regroup inbound and outbound contact types, and agent groups. A segment of inbound contact types affects only matrices of performance measures concerning inbound contact types, e.g., SERVICELEVEL. Similarly, a segment of outbound contact types affects only matrices of performance measures concerning outbound types, e.g., RATEOFTRIEDOUTBOUND.

Many types of performance measures we now describe correspond to the expected number of calls counted in a time interval [t1, t2] meeting a certain condition, e.g., served calls. By default, a call is counted in a time interval if it arrives during that interval. But using the perPeriodCollectingMode attribute of simulation parameters, this can be changed, e.g., to count a call if it ends its service or abandons during the interval.


Enum Constant Summary
ABANDONMENTRATIO
          Probability of abandonment, i.e., the fraction of the expected number of contacts having left the system without service over the total expected number of arrivals.
ABANDONMENTRATIOAFTERAWT
          Probability of abandonment after the acceptable waiting time.
ABANDONMENTRATIOBEFOREAWT
          Probability of abandonment before the acceptable waiting time.
ABANDONMENTRATIOREP
          Corresponds to the expectation of ratio version of ABANDONMENTRATIO.
AVGBUSYAGENTS
          Expected time-average number of busy agents over the simulation time, for each agent group and period.
AVGQUEUESIZE
          Represents the expected time-average queue size for each waiting queue.
AVGSCHEDULEDAGENTS
          Represents the expected time-average number of scheduled agents over the simulation time, for each agent group and period.
AVGWORKINGAGENTS
          Represents the expected time-average number of working agents over the simulation time, for each agent group and period.
BLOCKRATIO
          Probability of blocking, i.e., the fraction of the expected number of blocked contacts over the total expected number of arrivals.
BLOCKRATIOREP
          Corresponds to the expectation of ratio version of BLOCKRATIO.
BUSYAGENTSENDSIM
          Number of busy agents at the end of the simulation.
DELAYRATIO
          Probability of delay, i.e., the fraction of the expected number of contacts not served immediately over the total expected number of arrivals.
DELAYRATIOREP
          Corresponds to the expectation of ratio version of DELAYRATIO.
EXCESSTIME
          Average excess time performance measure.
EXCESSTIMEABANDONED
          Average excess time performance measure for contacts having abandoned.
EXCESSTIMEABANDONEDREP
          Expectation of ratio version of EXCESSTIMEABANDONED.
EXCESSTIMEREP
          Expectation of ratio version of EXCESSTIME.
EXCESSTIMESERVED
          Average excess time performance measure for served contacts.
EXCESSTIMESERVEDREP
          Expectation of ratio version of EXCESSTIMESERVED.
MAXBUSYAGENTS
          Represents the expected maximal number of busy agents observed for a set of agent groups.
MAXQUEUESIZE
          Represents the expected maximal size observed for a waiting queue.
MAXWAITINGTIME
          Represents the expected maximal waiting time observed for a set of contact types.
MAXWAITINGTIMEABANDONED
          Represents the expected maximal waiting time of contacts having abandoned, for each contact type and period.
MAXWAITINGTIMEG
          Same as MAXWAITINGTIME, for (contact type, agent group) pairs.
MAXWAITINGTIMESERVED
          Represents the maximal expected waiting time of served contacts, for each contact type and period.
MAXWAITINGTIMESERVEDG
          Represents the maximal expected waiting time of served contacts, for each (contact type, agent group) pair and period.
OCCUPANCY
          Agents' occupancy ratio.
OCCUPANCY2
          Alternate agents' occupancy ratio.
OCCUPANCY2REP
          Corresponds to the expectation of ratio version of OCCUPANCY2.
OCCUPANCYREP
          Corresponds to the expectation of ratio version of OCCUPANCY.
QUEUESIZEENDSIM
          Gives the queue size at the end of the simulation.
RATEOFABANDONMENT
          Corresponds to the rate of contacts of each type having abandoned, excluding contacts blocked because of insufficient queue capacity.
RATEOFABANDONMENTAFTERAWT
          Corresponds to the rate of contacts of each inbound type having waited more than the acceptable waiting time, before they abandon.
RATEOFABANDONMENTBEFOREAWT
          Corresponds to the rate of contacts of each inbound type having waited less than the acceptable waiting time, before they abandon.
RATEOFARRIVALS
          Defined as the rate of contacts arriving into the router for being assigned an agent.
RATEOFARRIVALSIN
          Same as RATEOFARRIVALS, for inbound contacts only.
RATEOFBLOCKING
          Corresponds to the rate of contacts blocked because the queue capacity was exceeded at the time of their arrivals.
RATEOFDELAY
          Corresponds to the rate of delayed contacts, i.e., the rate of contacts not served immediately upon arrival.
RATEOFINTARGETSL
          Corresponds to the rate of served or abandoned inbound contacts of each type having waited less than the acceptable waiting time.
RATEOFOFFERED
          Defined as the rate of contacts offered.
RATEOFSERVICES
          Represents the rate of served contacts for each contact type and period.
RATEOFSERVICESAFTERAWT
          Corresponds to the rate of served inbound contacts of each type having waited more than the acceptable waiting time.
RATEOFSERVICESBEFOREAWT
          Corresponds to the rate of served inbound contacts of each type having waited less than the acceptable waiting time.
RATEOFSERVICESG
          Represents the rate of served contacts for each contact type, agent group, and period.
RATEOFTRIEDOUTBOUND
          Defined as the rate of contacts of each outbound type the dialer or agents have tried to make.
RATEOFWRONGPARTYCONNECT
          Defined as the rate of contacts of each outbound type the dialer or agents have tried to make, and for which the wrong party was reached.
SERVEDRATES
          Represents the rate of contacts of a given type served by agents in a specific group, per simulation time unit.
SERVICELEVEL
          Service level performance measure.
SERVICELEVEL2
          Alternate service level performance measure.
SERVICELEVEL2REP
          Represents the expectation of ratio version of SERVICELEVEL2.
SERVICELEVELG
          Service level performance measure for contact types and agent groups.
SERVICELEVELREP
          Represents the expectation of ratio version of SERVICELEVEL.
SERVICERATIO
          Probability of service, i.e., the fraction of the expected number of contacts served over the total expected number of arrivals.
SERVICERATIOREP
          Corresponds to the expectation of ratio version of SERVICERATIO.
SERVICETIME
          Expected total service time over the expected number of services, for each contact type, whether inbound or outbound.
SERVICETIMEG
          Expected total service time over the expected number of services, for each (contact type, agent group).
SERVICETIMEREP
          Corresponds to the expectation of ratio version of SERVICETIME.
SPEEDOFANSWER
          Average speed of answer, i.e., the expected total waiting time of served contacts over the expected number of served contacts, for each contact type, whether inbound or outbound.
SPEEDOFANSWERG
          Average speed of answer for (contact type, agent group), i.e., the expected total waiting time of served contacts over the expected number of served contacts, for each (contact type, agent group) pair.
SPEEDOFANSWERREP
          Corresponds to the expectation of ratio version of SPEEDOFANSWER.
SUMEXCESSTIMES
          Represents the expected sum of excess times of contacts.
SUMEXCESSTIMESABANDONED
          Represents the expected sum of excess times of contacts having abandoned.
SUMEXCESSTIMESSERVED
          Represents the expected sum of excess times of served contacts.
SUMSERVICETIMES
          Represents the sum of service times of contacts.
SUMWAITINGTIMES
          Represents the sum of waiting times, for each contact type.
SUMWAITINGTIMESABANDONED
          Represents the sum of waiting times of contacts having abandoned, for each contact type.
SUMWAITINGTIMESSERVED
          Represents the sum of waiting times of served contacts, for each contact type.
SUMWAITINGTIMESVQ
          Represents the sum of waiting times in virtual queue, for each contact type.
SUMWAITINGTIMESVQABANDONED
          Represents the sum of waiting times in virtual queue of contacts having abandoned, for each contact type.
SUMWAITINGTIMESVQSERVED
          Represents the sum of waiting times in virtual queue of served contacts, for each contact type.
TIMETOABANDON
          Time to abandon of contacts, i.e., the expected total waiting time of contacts having abandoned over the expected number of contacts having abandoned, for each contact type, whether inbound or outbound.
TIMETOABANDONREP
          Corresponds to the expectation of ratio version of TIMETOABANDON.
WAITINGTIME
          Expected total waiting time over the expected number of arrivals, for each contact type, whether inbound or outbound, whether served or having abandoned.
WAITINGTIMEG
          Average waiting time, for each (contact type, agent group) pair, whether inbound or outbound, whether served or having abandoned.
WAITINGTIMEREP
          Corresponds to the expectation of ratio version of WAITINGTIME.
WAITINGTIMEVQ
          Expected total waiting time in virtual queue over the expected number of arrivals, for each contact type, whether inbound or outbound, whether served or having abandoned.
WAITINGTIMEVQABANDONED
          Average time spent in virtual queue before contact back followed by abandonment.
WAITINGTIMEVQABANDONEDREP
          Corresponds to the expectation of ratio version of WAITINGTIMEVQABANDONED.
WAITINGTIMEVQREP
          Corresponds to the expectation of ratio version of WAITINGTIMEVQ.
WAITINGTIMEVQSERVED
          Average time spent in virtual queue for contacts served after they are contacted back.
WAITINGTIMEVQSERVEDREP
          Corresponds to the expectation of ratio version of WAITINGTIMEVQSERVED.
WAITINGTIMEWAIT
          Expected total waiting time over the expected number of contacts having to wait in queue.
WAITINGTIMEWAITREP
          Corresponds to the expectation of ratio version of WAITINGTIMEWAIT.
 
Field Summary
static PerformanceMeasureType ABANDONMENTRATE
          Deprecated. Use ABANDONMENTRATIO instead.
static PerformanceMeasureType ABANDONMENTRATEAFTERAWT
          Deprecated. Use ABANDONMENTRATIOAFTERAWT instead.
static PerformanceMeasureType ABANDONMENTRATEBEFOREAWT
          Deprecated. Use ABANDONMENTRATIOBEFOREAWT instead.
static PerformanceMeasureType ABANDONMENTRATEREP
          Deprecated. Use ABANDONMENTRATIOREP instead.
static PerformanceMeasureType ABANDONRATE
          Deprecated. Use ABANDONMENTRATIO instead.
static PerformanceMeasureType ABANDONRATEAFTERAWT
          Deprecated. Use ABANDONMENTRATIOAFTERAWT instead.
static PerformanceMeasureType ABANDONRATEBEFOREAWT
          Deprecated. Use ABANDONMENTRATIOBEFOREAWT instead.
static PerformanceMeasureType ABANDONRATEREP
          Deprecated. Use ABANDONMENTRATIOREP instead.
static PerformanceMeasureType BLOCKRATE
          Deprecated. Use BLOCKRATIO instead.
static PerformanceMeasureType BLOCKRATEREP
          Deprecated. Use BLOCKRATIOREP instead.
static PerformanceMeasureType PATIENCETIME
          Deprecated. Use TIMETOABANDON instead.
static PerformanceMeasureType PATIENCETIMEREP
          Deprecated. Use TIMETOABANDONREP instead.
static PerformanceMeasureType POSWAITRATIO
          Deprecated. Use DELAYRATIO instead.
static PerformanceMeasureType POSWAITRATIOREP
          Deprecated. Use DELAYRATIOREP instead.
static PerformanceMeasureType QOS
          Deprecated. Use SERVICELEVEL instead.
static PerformanceMeasureType QOS2
          Deprecated. Use SERVICELEVEL2 instead.
static PerformanceMeasureType QOS2REP
          Deprecated. Use SERVICELEVEL2REP instead.
static PerformanceMeasureType QOSREP
          Deprecated. Use SERVICELEVELREP instead.
static PerformanceMeasureType RATEOFPOSWAIT
          Deprecated. Use RATEOFDELAY instead.
 
Method Summary
 String columnName(ContactCenterInfo eval, int col)
          Returns the name associated with the column col in the matrix of results for this type of performance measure estimated by eval.
 Map<String,String> columnProperties(ContactCenterInfo eval, int column)
          Returns the properties associated with the column column in a matrix of results for this type of performance measure estimated by eval.
 int columns(ContactCenterInfo eval)
          Returns the number of columns in a matrix of performance measures of this type estimated by the evaluation system eval.
 String columnTitle()
          Returns the title that should identify the columns of the matrix of results for this type of performance measure.
static DoubleMatrix2D getAgentToContactTrafficMatrix(ContactCenterEval eval)
          Constructs and returns the agent-to-contact traffic matrix for the contact center evaluation system eval.
 ColumnType getColumnType()
          Returns the type of the columns in any matrix of this type of performance measure.
static DoubleMatrix2D getContactToAgentTrafficMatrix(ContactCenterEval eval)
          Constructs and returns the contact-to-agent traffic matrix for the contact center evaluation system eval.
 String getDescription()
          Returns the descriptive name of this group of performance measures.
 EstimationType getEstimationType()
          Returns the type of estimation specified for this type of performance measure.
 RowType getRowType()
          Returns the type of the rows in any matrix of this type of performance measure.
 double getZeroOverZeroValue()
          Determines the value associated with the undefined 0/0 ratio, for performance measures of this type.
 boolean isPercentage()
          Returns true if and only if performance measures of this type can be expressed in percentage.
 boolean isTime()
          Determines if performance measures of this type represent time durations.
 String rowName(ContactCenterInfo eval, int row)
          Returns the name associated with the row row in a matrix of results for this type of performance measure estimated by eval.
 Map<String,String> rowProperties(ContactCenterInfo eval, int row)
          Returns the properties associated with the row row in a matrix of results for this type of performance measure estimated by eval.
 int rows(ContactCenterInfo eval)
          Returns the number of rows in a matrix of performance measures of this type estimated by the evaluation system eval.
 String rowTitle()
          Returns the title that should identify the rows of matrices of results for this type of performance measure.
static PerformanceMeasureType valueOf(String name)
          Returns the enum constant of this type with the specified name.
static PerformanceMeasureType[] values()
          Returns an array containing the constants of this enum type, in the order they are declared.
 
Methods inherited from class java.lang.Enum
clone, compareTo, equals, finalize, getDeclaringClass, hashCode, name, ordinal, toString, valueOf
 
Methods inherited from class java.lang.Object
getClass, notify, notifyAll, wait, wait, wait
 

Enum Constant Detail

ABANDONMENTRATIO

public static final PerformanceMeasureType ABANDONMENTRATIO
Probability of abandonment, i.e., the fraction of the expected number of contacts having left the system without service over the total expected number of arrivals.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
FUNCTIONOFEXPECTATIONS

ABANDONMENTRATIOAFTERAWT

public static final PerformanceMeasureType ABANDONMENTRATIOAFTERAWT
Probability of abandonment after the acceptable waiting time. This corresponds to the fraction of the expected number of contacts having left the system without service and after a waiting time greater than or equal to the acceptable waiting time, over the total expected number of arrivals.

Row type
INBOUNDTYPEAWT
Column type
MAINPERIOD
Estimation type
FUNCTIONOFEXPECTATIONS

ABANDONMENTRATIOBEFOREAWT

public static final PerformanceMeasureType ABANDONMENTRATIOBEFOREAWT
Probability of abandonment before the acceptable waiting time. This corresponds to the fraction of the expected number of contacts having left the system without service and waiting at most for the acceptable waiting time, over the total expected number of arrivals.

Row type
INBOUNDTYPEAWT
Column type
MAINPERIOD
Estimation type
FUNCTIONOFEXPECTATIONS

ABANDONMENTRATIOREP

public static final PerformanceMeasureType ABANDONMENTRATIOREP
Corresponds to the expectation of ratio version of ABANDONMENTRATIO.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATIONOFFUNCTION

AVGBUSYAGENTS

public static final PerformanceMeasureType AVGBUSYAGENTS
Expected time-average number of busy agents over the simulation time, for each agent group and period. More specifically, if $ \Nb$(t) is the number of busy agents at time t, for a time interval [t1, t2], the performance measure is given by

$\displaystyle {\frac{{1}}{{t_2-t_1}}}$$\displaystyle \E$[$\displaystyle \htint_{{t_1}}^{{t_2}}$$\displaystyle \Nb$(t)dt].

Row type
AGENTGROUP
Column type
MAINPERIOD
Estimation type
EXPECTATION

AVGQUEUESIZE

public static final PerformanceMeasureType AVGQUEUESIZE
Represents the expected time-average queue size for each waiting queue. This measure corresponds to the integral of the queue size over simulation time whereas MAXQUEUESIZE gives the maximal observed queue size. More specifically, if Q(t) is the queue size at time t, for any time interval [t1, t2], the performance measure is given by

$\displaystyle {\frac{{1}}{{t_2-t_1}}}$$\displaystyle \E$[$\displaystyle \htint_{{t_1}}^{{t_2}}$Q(t)dt].

Row type
WAITINGQUEUE
Column type
MAINPERIOD
Estimation type
EXPECTATION

AVGSCHEDULEDAGENTS

public static final PerformanceMeasureType AVGSCHEDULEDAGENTS
Represents the expected time-average number of scheduled agents over the simulation time, for each agent group and period. This includes the busy and idle agents (available or not), as well as the ghost agents, i.e., agents finishing the service of contacts before leaving. More specifically, if N(t) is the number of agents scheduled at time t, and $ \Ng$(t) is the number of extra ghost agents, for a time interval [t1, t2], the performance measure is given by

$\displaystyle {\frac{{1}}{{t_2-t_1}}}$$\displaystyle \E$[$\displaystyle \htint_{{t_1}}^{{t_2}}$(N(t) + $\displaystyle \Ng$(t))dt].

As N(t) is set according to the staffing given by the user, it is constant during main periods, and the above quantity is random only because of $ \Ng$(t). Moreover, because of the ghost agents, if this performance measure is estimated for a specific main period, the obtained estimate will often be higher than the input staffing for the same period.

Also note that this performance measure on the whole horizon does not correspond to the mean number of full-time equivalents (FTE). To get the FTE, one should multiply the time-average number of agents by (tP - t0)/h where t0 and tP are the starting and ending times of the main periods, and h is the duration of an average working day for agents. Of course, every one of these quantities must be expressed in the same time unit to get a valid ratio.

Row type
AGENTGROUP
Column type
MAINPERIOD
Estimation type
EXPECTATION

AVGWORKINGAGENTS

public static final PerformanceMeasureType AVGWORKINGAGENTS
Represents the expected time-average number of working agents over the simulation time, for each agent group and period. This is similar to AVGSCHEDULEDAGENTS but excludes the non-available idle agents. More specifically, if $ \Nb$(t) is the number of busy agents at time t, and $ \Nf$(t) is the number of idle but available agents, for a time interval [t1, t2], the performance measure is given by

$\displaystyle {\frac{{1}}{{t_2-t_1}}}$$\displaystyle \E$[$\displaystyle \htint_{{t_1}}^{{t_2}}$($\displaystyle \Nb$(t) + $\displaystyle \Nf$(t))dt].

If agents cannot become unavailable, e.g., by disconnecting temporarily after service terminations, the two performance measures are identical.

Row type
AGENTGROUP
Column type
MAINPERIOD
Estimation type
EXPECTATION

BLOCKRATIO

public static final PerformanceMeasureType BLOCKRATIO
Probability of blocking, i.e., the fraction of the expected number of blocked contacts over the total expected number of arrivals.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
FUNCTIONOFEXPECTATIONS

BLOCKRATIOREP

public static final PerformanceMeasureType BLOCKRATIOREP
Corresponds to the expectation of ratio version of BLOCKRATIO.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATIONOFFUNCTION

BUSYAGENTSENDSIM

public static final PerformanceMeasureType BUSYAGENTSENDSIM
Number of busy agents at the end of the simulation. When the simulation horizon is finite, this should always be 0.

Row type
AGENTGROUP
Column type
SINGLECOLUMN
Estimation type
RAWSTATISTIC

DELAYRATIO

public static final PerformanceMeasureType DELAYRATIO
Probability of delay, i.e., the fraction of the expected number of contacts not served immediately over the total expected number of arrivals.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
FUNCTIONOFEXPECTATIONS

DELAYRATIOREP

public static final PerformanceMeasureType DELAYRATIOREP
Corresponds to the expectation of ratio version of DELAYRATIO.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATIONOFFUNCTION

EXCESSTIME

public static final PerformanceMeasureType EXCESSTIME
Average excess time performance measure. This corresponds to the expected sum of excess times for all contacts over the expected number of arrivals. Let A(t2, t2) be the total number of calls counted during interval [t1, t2] and Wi the waiting time of the ith contact counted during the interval, and s the acceptable waiting time. The average excess time is

$\displaystyle {\frac{{\E[\htsum_{i=0}^{A(t_1,t_2)-1} (W_i -
s)^+]}}{{\E[A(t_1,t_2)]}}}$.

The numerator of the ratio corresponds to SUMEXCESSTIMES, while the denominator corresponds to RATEOFARRIVALS.

Row type
INBOUNDTYPEAWT
Column type
MAINPERIOD
Estimation type
FUNCTIONOFEXPECTATIONS

EXCESSTIMEABANDONED

public static final PerformanceMeasureType EXCESSTIMEABANDONED
Average excess time performance measure for contacts having abandoned. This corresponds to the expected total excess time for contacts having abandoned over the expected number of abandoned contacts. Let L(t1, t2) be the number of contacts counted during time interval [t1, t2] and having abandoned, and Wi the waiting time of the ith contact counted during [t1, t2], and s the acceptable waiting time. The average excess time is

$\displaystyle {\frac{{\E[\htsum_{i=0}^{L(t_1,t_2)-1} (W_i -
s)^+\I[\mbox{Call $i$\ abandoned}]]}}{{\E[L(t_1,t_2)]}}}$.

The numerator of the ratio corresponds to SUMEXCESSTIMESABANDONED, while the denominator corresponds to RATEOFABANDONMENT.

Row type
INBOUNDTYPEAWT
Column type
MAINPERIOD
Estimation type
FUNCTIONOFEXPECTATIONS

EXCESSTIMEABANDONEDREP

public static final PerformanceMeasureType EXCESSTIMEABANDONEDREP
Expectation of ratio version of EXCESSTIMEABANDONED.

Row type
INBOUNDTYPEAWT
Column type
MAINPERIOD
Estimation type
EXPECTATIONOFFUNCTION

EXCESSTIMEREP

public static final PerformanceMeasureType EXCESSTIMEREP
Expectation of ratio version of EXCESSTIME.

Row type
INBOUNDTYPEAWT
Column type
MAINPERIOD
Estimation type
EXPECTATIONOFFUNCTION

EXCESSTIMESERVED

public static final PerformanceMeasureType EXCESSTIMESERVED
Average excess time performance measure for served contacts. This corresponds to the expected total excess time for contacts having been served over the expected number of served contacts. Let S(t1, t2) be the number of served contacts counted during interval [t1, t2] and Wi the waiting time of the ith contact counted during [t1, t2], and s the acceptable waiting time. The average excess time is

$\displaystyle {\frac{{\E[\htsum_{i=0}^{S( t_1, t_2)-1} (W_i- s)^+\I[\mbox{Call $i$
served}]]}}{{\E[S( t_1, t_2)]}}}$.

The numerator of the ratio corresponds to SUMEXCESSTIMESSERVED, while the denominator corresponds to RATEOFSERVICES.

Row type
INBOUNDTYPEAWT
Column type
MAINPERIOD
Estimation type
FUNCTIONOFEXPECTATIONS

EXCESSTIMESERVEDREP

public static final PerformanceMeasureType EXCESSTIMESERVEDREP
Expectation of ratio version of EXCESSTIMESERVED.

Row type
INBOUNDTYPEAWT
Column type
MAINPERIOD
Estimation type
EXPECTATIONOFFUNCTION

MAXBUSYAGENTS

public static final PerformanceMeasureType MAXBUSYAGENTS
Represents the expected maximal number of busy agents observed for a set of agent groups. This expectation often corresponds to the number of scheduled agents, because for most models, all agents are busy at some times. However, the maximal number of busy agents may be smaller than the number of agents if too many agents were planned. If the expectation is estimated by an average of observations, taking the maximum of these observations gives the maximal number of busy agents over all the simulation.

Row type
AGENTGROUP
Column type
MAINPERIOD
Estimation type
EXPECTATION

MAXQUEUESIZE

public static final PerformanceMeasureType MAXQUEUESIZE
Represents the expected maximal size observed for a waiting queue. If the expectation is estimated by an average of observations, taking the maximum of these observations gives the maximal queue size observed during all the simulation.

Row type
WAITINGQUEUE
Column type
MAINPERIOD
Estimation type
EXPECTATION

MAXWAITINGTIME

public static final PerformanceMeasureType MAXWAITINGTIME
Represents the expected maximal waiting time observed for a set of contact types. This performance measure can be defined as follows for a specific contact type. Let Wk be the (random) waiting time for a contact of type k. The maximal waiting time for contacts of type k during the simulated horizon is $ \htmax$(Wk) while the performance measure is $ \E$[$ \htmax$(Wk)]. In a similar way, we can define the measure for all contacts. For this, let W be the waiting time for a contact of any type. The performance measure is then $ \E$[$ \htmax$(W)]. Note that although $ \htmax$(W) = $ \htmax$(W1,…, WK), in general,

$\displaystyle \E$[$\displaystyle \htmax$(W)]≠$\displaystyle \htmax$($\displaystyle \E$[W1],…,$\displaystyle \E$[WK]).

The performance can be defined similarly for specific time intervals.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATION

MAXWAITINGTIMEG

public static final PerformanceMeasureType MAXWAITINGTIMEG
Same as MAXWAITINGTIME, for (contact type, agent group) pairs.

Row type
CONTACTTYPEAGENTGROUP
Column type
MAINPERIOD
Estimation type
EXPECTATION

MAXWAITINGTIMEABANDONED

public static final PerformanceMeasureType MAXWAITINGTIMEABANDONED
Represents the expected maximal waiting time of contacts having abandoned, for each contact type and period.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATION

MAXWAITINGTIMESERVED

public static final PerformanceMeasureType MAXWAITINGTIMESERVED
Represents the maximal expected waiting time of served contacts, for each contact type and period.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATION

MAXWAITINGTIMESERVEDG

public static final PerformanceMeasureType MAXWAITINGTIMESERVEDG
Represents the maximal expected waiting time of served contacts, for each (contact type, agent group) pair and period.

Row type
CONTACTTYPEAGENTGROUP
Column type
MAINPERIOD
Estimation type
EXPECTATION

OCCUPANCY

public static final PerformanceMeasureType OCCUPANCY
Agents' occupancy ratio. Defined as the expected number of busy agents over the expected total number of scheduled agents, over the simulation time. The expectation at the numerator corresponds to the AVGBUSYAGENTS type of performance measure while the expectation at the denominator corresponds to AVGSCHEDULEDAGENTS.

Row type
AGENTGROUP
Column type
MAINPERIOD
Estimation type
FUNCTIONOFEXPECTATIONS

OCCUPANCY2

public static final PerformanceMeasureType OCCUPANCY2
Alternate agents' occupancy ratio. Defined as the expected number of busy agents over the expected total number of working agents, over the simulation time. This differs from OCCUPANCY only when agents are allowed to disconnect after services. The expectation at the numerator corresponds to the AVGBUSYAGENTS type of performance measure while the expectation at the denominator corresponds to AVGWORKINGAGENTS.

Row type
AGENTGROUP
Column type
MAINPERIOD
Estimation type
FUNCTIONOFEXPECTATIONS

OCCUPANCY2REP

public static final PerformanceMeasureType OCCUPANCY2REP
Corresponds to the expectation of ratio version of OCCUPANCY2.

Row type
AGENTGROUP
Column type
MAINPERIOD
Estimation type
EXPECTATIONOFFUNCTION

OCCUPANCYREP

public static final PerformanceMeasureType OCCUPANCYREP
Corresponds to the expectation of ratio version of OCCUPANCY.

Row type
AGENTGROUP
Column type
MAINPERIOD
Estimation type
EXPECTATIONOFFUNCTION

QUEUESIZEENDSIM

public static final PerformanceMeasureType QUEUESIZEENDSIM
Gives the queue size at the end of the simulation. This quantity should be 0 for simulations over a finite horizon, since the waiting queues are emptied at the end of each replication.

Row type
WAITINGQUEUE
Column type
SINGLECOLUMN
Estimation type
RAWSTATISTIC

RATEOFABANDONMENT

public static final PerformanceMeasureType RATEOFABANDONMENT
Corresponds to the rate of contacts of each type having abandoned, excluding contacts blocked because of insufficient queue capacity.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATION

RATEOFABANDONMENTAFTERAWT

public static final PerformanceMeasureType RATEOFABANDONMENTAFTERAWT
Corresponds to the rate of contacts of each inbound type having waited more than the acceptable waiting time, before they abandon.

Row type
INBOUNDTYPEAWT
Column type
MAINPERIOD
Estimation type
EXPECTATION

RATEOFABANDONMENTBEFOREAWT

public static final PerformanceMeasureType RATEOFABANDONMENTBEFOREAWT
Corresponds to the rate of contacts of each inbound type having waited less than the acceptable waiting time, before they abandon.

Row type
INBOUNDTYPEAWT
Column type
MAINPERIOD
Estimation type
EXPECTATION

RATEOFARRIVALS

public static final PerformanceMeasureType RATEOFARRIVALS
Defined as the rate of contacts arriving into the router for being assigned an agent. This includes blocked and served contacts, as well as contacts having abandoned. For inbound contacts, the arrival rate can be computed easily from the input data, except for call types corresponding to transfer targets. For outbound contacts, this corresponds to the rate of right party connects during the simulation.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATION

RATEOFARRIVALSIN

public static final PerformanceMeasureType RATEOFARRIVALSIN
Same as RATEOFARRIVALS, for inbound contacts only.


RATEOFBLOCKING

public static final PerformanceMeasureType RATEOFBLOCKING
Corresponds to the rate of contacts blocked because the queue capacity was exceeded at the time of their arrivals.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATION

RATEOFDELAY

public static final PerformanceMeasureType RATEOFDELAY
Corresponds to the rate of delayed contacts, i.e., the rate of contacts not served immediately upon arrival. Since blocked contacts would have to wait if they were not blocked, they are counted as positive waits too. For outbound contacts, this corresponds to mismatches.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATION

RATEOFINTARGETSL

public static final PerformanceMeasureType RATEOFINTARGETSL
Corresponds to the rate of served or abandoned inbound contacts of each type having waited less than the acceptable waiting time. This corresponds to the sum of performance measures RATEOFABANDONMENTBEFOREAWT and RATEOFSERVICESBEFOREAWT.

Row type
INBOUNDTYPEAWT
Column type
MAINPERIOD
Estimation type
EXPECTATION

RATEOFOFFERED

public static final PerformanceMeasureType RATEOFOFFERED
Defined as the rate of contacts offered. This includes served contacts as well as contacts still in queue after the end of experiment or having abandoned, but this excludes blocked contacts. For outbound contacts, this corresponds to the rate of right party connects during the simulation. When the total queue capacity is infinite, this corresponds to the number of arrivals RATEOFARRIVALS.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATION

RATEOFSERVICES

public static final PerformanceMeasureType RATEOFSERVICES
Represents the rate of served contacts for each contact type and period.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATION

RATEOFSERVICESAFTERAWT

public static final PerformanceMeasureType RATEOFSERVICESAFTERAWT
Corresponds to the rate of served inbound contacts of each type having waited more than the acceptable waiting time.

Row type
INBOUNDTYPEAWT
Column type
MAINPERIOD
Estimation type
EXPECTATION

RATEOFSERVICESBEFOREAWT

public static final PerformanceMeasureType RATEOFSERVICESBEFOREAWT
Corresponds to the rate of served inbound contacts of each type having waited less than the acceptable waiting time.

Row type
INBOUNDTYPEAWT
Column type
MAINPERIOD
Estimation type
EXPECTATION

RATEOFSERVICESG

public static final PerformanceMeasureType RATEOFSERVICESG
Represents the rate of served contacts for each contact type, agent group, and period. This is similar to RATEOFSERVICES, but this gives the rate at which each agent group serves contacts of each type.

Row type
CONTACTTYPEAGENTGROUP
Column type
MAINPERIOD
Estimation type
EXPECTATION

RATEOFTRIEDOUTBOUND

public static final PerformanceMeasureType RATEOFTRIEDOUTBOUND
Defined as the rate of contacts of each outbound type the dialer or agents have tried to make. This includes the number of reached (arrived) contacts as well as the number of failed contacts.

Row type
OUTBOUNDTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATION

RATEOFWRONGPARTYCONNECT

public static final PerformanceMeasureType RATEOFWRONGPARTYCONNECT
Defined as the rate of contacts of each outbound type the dialer or agents have tried to make, and for which the wrong party was reached.

Row type
OUTBOUNDTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATION

SERVEDRATES

public static final PerformanceMeasureType SERVEDRATES
Represents the rate of contacts of a given type served by agents in a specific group, per simulation time unit. The element (k, i) of a served rates matrix corresponds to the rate of served contacts of type k by agents in the group i during one simulation time unit. Column i of the last row corresponds to the total number of served contacts by agents in the group i, per simulation time unit. Row k of the last column represents the total number of contacts with type k served by any agent, per simulation time unit.

This performance measure is similar to RATEOFSERVICESG, except that it is estimated only globally, not for each main period, with less memory than RATEOFSERVICESG.

Row type
CONTACTTYPE
Column type
AGENTGROUP
Estimation type
EXPECTATION

SERVICELEVEL

public static final PerformanceMeasureType SERVICELEVEL
Service level performance measure. Let $ \Sg$(s, t1, t2) be the number of contacts counted during interval [t1, t2], and served after a waiting time less than or equal to the acceptable waiting time s, and S(t1, t2) be the total number of served contacts counted during [t1, t2]. Let $ \Lg$(s, t1, t2) be the number of contacts counted during interval [t1, t2] having abandoned after a waiting time smaller than or equal to the acceptable waiting time, and A(t1, t2) be the total number of contacts counted in the [t1, t2] interval. The service level is defined by

g1(s, t1, t2) = $\displaystyle \E$[$\displaystyle \Sg$(s, t1, t2)]/$\displaystyle \E$[A(t1, t2) - $\displaystyle \Lg$(s, t1, t2)].

NOTE: since this performance measure is of type FUNCTIONOFEXPECTATIONS, the complete list of observations generated by the simulator are not available directly; instead, one must use the performance measure SERVICELEVELREP.

Row type
INBOUNDTYPEAWT
Column type
MAINPERIOD
Estimation type
FUNCTIONOFEXPECTATIONS

SERVICELEVELREP

public static final PerformanceMeasureType SERVICELEVELREP
Represents the expectation of ratio version of SERVICELEVEL.

Row type
INBOUNDTYPEAWT
Column type
MAINPERIOD
Estimation type
EXPECTATIONOFFUNCTION

SERVICELEVEL2

public static final PerformanceMeasureType SERVICELEVEL2
Alternate service level performance measure. This service level is defined as

g2(s, t1, t2) = $\displaystyle \E$[$\displaystyle \Sg$(s, t1, t2) + $\displaystyle \Lg$(s, t1, t2)]/$\displaystyle \E$[A(t1, t2)],

with the same notation as in SERVICELEVEL. The performance measure matrix has the same format as SERVICELEVEL, and this type of measure is equivalent to SERVICELEVEL if there is no abandonment, and all contacts exit the waiting queues before the end of the simulation.

NOTE: since this performance measure is of type FUNCTIONOFEXPECTATIONS, the complete list of observations generated by the simulator are not available directly; instead, one must use the performance measure SERVICELEVEL2REP.

Row type
INBOUNDTYPEAWT
Column type
MAINPERIOD
Estimation type
FUNCTIONOFEXPECTATIONS

SERVICELEVEL2REP

public static final PerformanceMeasureType SERVICELEVEL2REP
Represents the expectation of ratio version of SERVICELEVEL2.

Row type
INBOUNDTYPEAWT
Column type
MAINPERIOD
Estimation type
EXPECTATIONOFFUNCTION

SERVICELEVELG

public static final PerformanceMeasureType SERVICELEVELG
Service level performance measure for contact types and agent groups. Let $ \Sg$[k, i](s, t1, t2) be the number of contacts of type k counted during time interval [t1, t2] and served by agents in group i after a waiting time less than or equal to the acceptable waiting time s. Let Sk, i(t1, t2) be the number of type-k contacts counted during the interval, and served by agents in groupe i. Let Bk(t1, t2) and $ \Lb$[k](s, t1, t2) be the number of contacts of type k counted during [t1, t2], blocked and having abandoned after a waiting time greater than the acceptable waiting time, respectively. The service level is defined by

g3(s, t1, t2) = $\displaystyle \E$[$\displaystyle \Sg$[k, i](s, t1, t2)]/$\displaystyle \E$[Sk, i(t1, t2) + $\displaystyle \Lb$[k](s, t1, t2) + Bk(t1, t2)].

Row type
INBOUNDTYPEAWTAGENTGROUP
Column type
MAINPERIOD
Estimation type
FUNCTIONOFEXPECTATIONS

SERVICERATIO

public static final PerformanceMeasureType SERVICERATIO
Probability of service, i.e., the fraction of the expected number of contacts served over the total expected number of arrivals.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
FUNCTIONOFEXPECTATIONS

SERVICERATIOREP

public static final PerformanceMeasureType SERVICERATIOREP
Corresponds to the expectation of ratio version of SERVICERATIO.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATIONOFFUNCTION

SERVICETIME

public static final PerformanceMeasureType SERVICETIME
Expected total service time over the expected number of services, for each contact type, whether inbound or outbound. Usually, this can be computed easily from the input service time, and can therefore be used for checking parameter files. However, when call transfers or virtual queueing occur, service times can be altered by multipliers or additional random variables.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
FUNCTIONOFEXPECTATIONS

SERVICETIMEG

public static final PerformanceMeasureType SERVICETIMEG
Expected total service time over the expected number of services, for each (contact type, agent group).

Row type
CONTACTTYPEAGENTGROUP
Column type
MAINPERIOD
Estimation type
FUNCTIONOFEXPECTATIONS

SERVICETIMEREP

public static final PerformanceMeasureType SERVICETIMEREP
Corresponds to the expectation of ratio version of SERVICETIME.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATIONOFFUNCTION

SPEEDOFANSWER

public static final PerformanceMeasureType SPEEDOFANSWER
Average speed of answer, i.e., the expected total waiting time of served contacts over the expected number of served contacts, for each contact type, whether inbound or outbound. The numerator of the ratio corresponds to SUMWAITINGTIMESSERVED, while the denominator corresponds to RATEOFSERVICES.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
FUNCTIONOFEXPECTATIONS

SPEEDOFANSWERG

public static final PerformanceMeasureType SPEEDOFANSWERG
Average speed of answer for (contact type, agent group), i.e., the expected total waiting time of served contacts over the expected number of served contacts, for each (contact type, agent group) pair.

Row type
CONTACTTYPEAGENTGROUP
Column type
MAINPERIOD
Estimation type
FUNCTIONOFEXPECTATIONS

SPEEDOFANSWERREP

public static final PerformanceMeasureType SPEEDOFANSWERREP
Corresponds to the expectation of ratio version of SPEEDOFANSWER.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATIONOFFUNCTION

SUMEXCESSTIMES

public static final PerformanceMeasureType SUMEXCESSTIMES
Represents the expected sum of excess times of contacts. For a contact with waiting time W and acceptable waiting time s used for computing the service level, the excess time is (W - s)+.

Row type
INBOUNDTYPEAWT
Column type
MAINPERIOD
Estimation type
EXPECTATION

SUMEXCESSTIMESABANDONED

public static final PerformanceMeasureType SUMEXCESSTIMESABANDONED
Represents the expected sum of excess times of contacts having abandoned.

Row type
INBOUNDTYPEAWT
Column type
MAINPERIOD
Estimation type
EXPECTATION

SUMEXCESSTIMESSERVED

public static final PerformanceMeasureType SUMEXCESSTIMESSERVED
Represents the expected sum of excess times of served contacts.

Row type
INBOUNDTYPEAWT
Column type
MAINPERIOD
Estimation type
EXPECTATION

SUMSERVICETIMES

public static final PerformanceMeasureType SUMSERVICETIMES
Represents the sum of service times of contacts.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATION

SUMWAITINGTIMES

public static final PerformanceMeasureType SUMWAITINGTIMES
Represents the sum of waiting times, for each contact type.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATION

SUMWAITINGTIMESABANDONED

public static final PerformanceMeasureType SUMWAITINGTIMESABANDONED
Represents the sum of waiting times of contacts having abandoned, for each contact type.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATION

SUMWAITINGTIMESSERVED

public static final PerformanceMeasureType SUMWAITINGTIMESSERVED
Represents the sum of waiting times of served contacts, for each contact type.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATION

SUMWAITINGTIMESVQ

public static final PerformanceMeasureType SUMWAITINGTIMESVQ
Represents the sum of waiting times in virtual queue, for each contact type.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATION

SUMWAITINGTIMESVQABANDONED

public static final PerformanceMeasureType SUMWAITINGTIMESVQABANDONED
Represents the sum of waiting times in virtual queue of contacts having abandoned, for each contact type.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATION

SUMWAITINGTIMESVQSERVED

public static final PerformanceMeasureType SUMWAITINGTIMESVQSERVED
Represents the sum of waiting times in virtual queue of served contacts, for each contact type.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATION

TIMETOABANDON

public static final PerformanceMeasureType TIMETOABANDON
Time to abandon of contacts, i.e., the expected total waiting time of contacts having abandoned over the expected number of contacts having abandoned, for each contact type, whether inbound or outbound. The numerator of the ratio corresponds to SUMWAITINGTIMESABANDONED, while the denominator corresponds to RATEOFABANDONMENT.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
FUNCTIONOFEXPECTATIONS

TIMETOABANDONREP

public static final PerformanceMeasureType TIMETOABANDONREP
Corresponds to the expectation of ratio version of TIMETOABANDON.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATIONOFFUNCTION

WAITINGTIME

public static final PerformanceMeasureType WAITINGTIME
Expected total waiting time over the expected number of arrivals, for each contact type, whether inbound or outbound, whether served or having abandoned. For outbound contacts, the expected waiting times are non-zero only when mismatches are not dropped. The numerator of the ratio corresponds to SUMWAITINGTIMES, while the denominator corresponds to RATEOFARRIVALS.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
FUNCTIONOFEXPECTATIONS

WAITINGTIMEG

public static final PerformanceMeasureType WAITINGTIMEG
Average waiting time, for each (contact type, agent group) pair, whether inbound or outbound, whether served or having abandoned. Let $ \WS$[k, i](t1, t2) be the sum of waiting times for contacts of type k served by agents in groupe i, counted during time interval [t1, t2]. Let Sk, i(t1, t2) be the number of type-k contacts served by agents in group i, and counted during the time interval [t1, t2]. Let Lk(t1, t2) and Bk(t1, t2) the number of type-k blocked contacts counted during the interval. The average waiting time for type k and group i is then defined as

$\displaystyle \E$[$\displaystyle \WS$[k, i](t1, t2)]/$\displaystyle \E$[Sk, i(t1, t2) + Lk(t1, t2) + Bk(t1, t2)].

Row type
CONTACTTYPEAGENTGROUP
Column type
MAINPERIOD
Estimation type
FUNCTIONOFEXPECTATIONS

WAITINGTIMEREP

public static final PerformanceMeasureType WAITINGTIMEREP
Corresponds to the expectation of ratio version of WAITINGTIME.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATIONOFFUNCTION

WAITINGTIMEVQ

public static final PerformanceMeasureType WAITINGTIMEVQ
Expected total waiting time in virtual queue over the expected number of arrivals, for each contact type, whether inbound or outbound, whether served or having abandoned. The numerator of the ratio corresponds to SUMWAITINGTIMESVQ, while the denominator corresponds to RATEOFARRIVALS. Note that this waiting time is not counted in the regular waiting time corresponding to WAITINGTIME type of performance measure.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
FUNCTIONOFEXPECTATIONS

WAITINGTIMEVQABANDONED

public static final PerformanceMeasureType WAITINGTIMEVQABANDONED
Average time spent in virtual queue before contact back followed by abandonment. The numerator of the ratio corresponds to SUMWAITINGTIMESVQABANDONED, while the denominator corresponds to RATEOFABANDONMENT.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
FUNCTIONOFEXPECTATIONS

WAITINGTIMEVQABANDONEDREP

public static final PerformanceMeasureType WAITINGTIMEVQABANDONEDREP
Corresponds to the expectation of ratio version of WAITINGTIMEVQABANDONED.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATIONOFFUNCTION

WAITINGTIMEVQREP

public static final PerformanceMeasureType WAITINGTIMEVQREP
Corresponds to the expectation of ratio version of WAITINGTIMEVQ.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATIONOFFUNCTION

WAITINGTIMEVQSERVED

public static final PerformanceMeasureType WAITINGTIMEVQSERVED
Average time spent in virtual queue for contacts served after they are contacted back. The numerator of the ratio corresponds to SUMWAITINGTIMESVQSERVED, while the denominator corresponds to RATEOFSERVICES.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
FUNCTIONOFEXPECTATIONS

WAITINGTIMEVQSERVEDREP

public static final PerformanceMeasureType WAITINGTIMEVQSERVEDREP
Corresponds to the expectation of ratio version of WAITINGTIMEVQSERVED.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATIONOFFUNCTION

WAITINGTIMEWAIT

public static final PerformanceMeasureType WAITINGTIMEWAIT
Expected total waiting time over the expected number of contacts having to wait in queue. The numerator of the ratio corresponds to SUMWAITINGTIMES, while the denominator corresponds to RATEOFDELAY.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
FUNCTIONOFEXPECTATIONS

WAITINGTIMEWAITREP

public static final PerformanceMeasureType WAITINGTIMEWAITREP
Corresponds to the expectation of ratio version of WAITINGTIMEWAIT.

Row type
CONTACTTYPE
Column type
MAINPERIOD
Estimation type
EXPECTATIONOFFUNCTION
Field Detail

ABANDONMENTRATE

@Deprecated
public static final PerformanceMeasureType ABANDONMENTRATE
Deprecated. Use ABANDONMENTRATIO instead.

ABANDONMENTRATEAFTERAWT

@Deprecated
public static final PerformanceMeasureType ABANDONMENTRATEAFTERAWT
Deprecated. Use ABANDONMENTRATIOAFTERAWT instead.

ABANDONMENTRATEBEFOREAWT

@Deprecated
public static final PerformanceMeasureType ABANDONMENTRATEBEFOREAWT
Deprecated. Use ABANDONMENTRATIOBEFOREAWT instead.

ABANDONMENTRATEREP

@Deprecated
public static final PerformanceMeasureType ABANDONMENTRATEREP
Deprecated. Use ABANDONMENTRATIOREP instead.

ABANDONRATE

@Deprecated
public static final PerformanceMeasureType ABANDONRATE
Deprecated. Use ABANDONMENTRATIO instead.

ABANDONRATEAFTERAWT

@Deprecated
public static final PerformanceMeasureType ABANDONRATEAFTERAWT
Deprecated. Use ABANDONMENTRATIOAFTERAWT instead.

ABANDONRATEBEFOREAWT

@Deprecated
public static final PerformanceMeasureType ABANDONRATEBEFOREAWT
Deprecated. Use ABANDONMENTRATIOBEFOREAWT instead.

ABANDONRATEREP

@Deprecated
public static final PerformanceMeasureType ABANDONRATEREP
Deprecated. Use ABANDONMENTRATIOREP instead.

BLOCKRATE

@Deprecated
public static final PerformanceMeasureType BLOCKRATE
Deprecated. Use BLOCKRATIO instead.

BLOCKRATEREP

@Deprecated
public static final PerformanceMeasureType BLOCKRATEREP
Deprecated. Use BLOCKRATIOREP instead.

PATIENCETIME

@Deprecated
public static final PerformanceMeasureType PATIENCETIME
Deprecated. Use TIMETOABANDON instead.

PATIENCETIMEREP

@Deprecated
public static final PerformanceMeasureType PATIENCETIMEREP
Deprecated. Use TIMETOABANDONREP instead.

POSWAITRATIO

@Deprecated
public static final PerformanceMeasureType POSWAITRATIO
Deprecated. Use DELAYRATIO instead.

POSWAITRATIOREP

@Deprecated
public static final PerformanceMeasureType POSWAITRATIOREP
Deprecated. Use DELAYRATIOREP instead.

QOS

@Deprecated
public static final PerformanceMeasureType QOS
Deprecated. Use SERVICELEVEL instead.

QOS2

@Deprecated
public static final PerformanceMeasureType QOS2
Deprecated. Use SERVICELEVEL2 instead.

QOS2REP

@Deprecated
public static final PerformanceMeasureType QOS2REP
Deprecated. Use SERVICELEVEL2REP instead.

QOSREP

@Deprecated
public static final PerformanceMeasureType QOSREP
Deprecated. Use SERVICELEVELREP instead.

RATEOFPOSWAIT

@Deprecated
public static final PerformanceMeasureType RATEOFPOSWAIT
Deprecated. Use RATEOFDELAY instead.
Method Detail

values

public static PerformanceMeasureType[] values()
Returns an array containing the constants of this enum type, in the order they are declared. This method may be used to iterate over the constants as follows:
for (PerformanceMeasureType c : PerformanceMeasureType.values())
    System.out.println(c);

Returns:
an array containing the constants of this enum type, in the order they are declared

valueOf

public static PerformanceMeasureType valueOf(String name)
Returns the enum constant of this type with the specified name. The string must match exactly an identifier used to declare an enum constant in this type. (Extraneous whitespace characters are not permitted.)

Parameters:
name - the name of the enum constant to be returned.
Returns:
the enum constant with the specified name
Throws:
IllegalArgumentException - if this enum type has no constant with the specified name
NullPointerException - if the argument is null

getAgentToContactTrafficMatrix

public static DoubleMatrix2D getAgentToContactTrafficMatrix(ContactCenterEval eval)
Constructs and returns the agent-to-contact traffic matrix for the contact center evaluation system eval. This traffic matrix has dimensions I'×K, where I' = I + 1 if I > 1, and I otherwise. Element (i, k) of the matrix gives the fraction of contacts of type k served by agents in group i over the total number of contacts served by agents in group i. This fraction is 0 if the corresponding routing is not allowed. Element (I, k) gives the total fraction of contacts of type k served by any agent. Each column of a given row always sums to 1. This matrix is computed from the served rates (see SERVEDRATES).

Parameters:
eval - the evaluation system.
Returns:
the agent-to-contact traffic matrix.
Throws:
NullPointerException - if eval is null.
IllegalStateException - if ContactCenterEval.eval() was never called on eval.
NoSuchElementException - if the SERVEDRATES performance measure type is not supported by eval.

getContactToAgentTrafficMatrix

public static DoubleMatrix2D getContactToAgentTrafficMatrix(ContactCenterEval eval)
Constructs and returns the contact-to-agent traffic matrix for the contact center evaluation system eval. This traffic matrix has dimensions K'×I, where K' = K + 1 if K > 1, and K otherwise. Element (k, i) of the matrix gives the fraction of contacts of type k sent to agents in group i, over the total number of served contacts of type k. This fraction is 0 if the corresponding routing is not allowed. Element (K, i) gives the total fraction of contacts served by agents in group i. Each column of a given row always sums to 1. This matrix is computed from the served rates (see SERVEDRATES).

Parameters:
eval - the evaluation system.
Returns:
the contact-to-agent traffic matrix.
Throws:
NullPointerException - if eval is null.
IllegalStateException - if ContactCenterEval.eval() was never called on eval.
NoSuchElementException - if the SERVEDRATES performance measure type is not supported by eval.

columnName

public String columnName(ContactCenterInfo eval,
                         int col)
Returns the name associated with the column col in the matrix of results for this type of performance measure estimated by eval. For example, this may return period 0 if called with index 0 for most performance measures.

Parameters:
eval - the contact center evaluation object.
col - the column index.
Returns:
the column name.

columnProperties

public Map<String,String> columnProperties(ContactCenterInfo eval,
                                           int column)
Returns the properties associated with the column column in a matrix of results for this type of performance measure estimated by eval.

Parameters:
eval - the contact center evaluation object.
column - the column index.
Returns:
the column properties.

columns

public int columns(ContactCenterInfo eval)
Returns the number of columns in a matrix of performance measures of this type estimated by the evaluation system eval.

Parameters:
eval - the queried evaluation system.
Returns:
the number of columns.

columnTitle

public String columnTitle()
Returns the title that should identify the columns of the matrix of results for this type of performance measure. This returns Periods for most performance measures.

Returns:
the column title.

getColumnType

public ColumnType getColumnType()
Returns the type of the columns in any matrix of this type of performance measure. Usually, columns represent main periods.

Returns:
the column type.

getDescription

public String getDescription()
Returns the descriptive name of this group of performance measures. The returned name is intended to be used in reports, while the name returned by the method Enum.name() corresponds to the internal name of this type of performance measure, used in programs.

Returns:
the name of the group of performance measures.

getEstimationType

public EstimationType getEstimationType()
Returns the type of estimation specified for this type of performance measure. This can be an expectation, a ratio of expectations, an expectation of ratios, or a raw statistic.

Returns:
the type of estimation for this performance measure type.

getRowType

public RowType getRowType()
Returns the type of the rows in any matrix of this type of performance measure. For example, rows can represent contact types, or agent groups.

Returns:
the row type.

getZeroOverZeroValue

public double getZeroOverZeroValue()
Determines the value associated with the undefined 0/0 ratio, for performance measures of this type.

Returns:
the value assocaited with 0/0.

isPercentage

public boolean isPercentage()
Returns true if and only if performance measures of this type can be expressed in percentage. Such measures are ratios defined on [0, 1], e.g., the service level, and may be formatted in percentage by reporting facilities.

Returns:
true if and only if performance measures of this type can be expressed as percentages.

isTime

public boolean isTime()
Determines if performance measures of this type represent time durations. This includes, e.g., waiting times and service times. Times produced by evaluation systems are expressed in the default unit returned by ContactCenterInfo.getDefaultUnit(). Reporting facilities can convert this time to the appropriate visual representation.

Returns:
true if and only if performance measures of this type represent times.

rowName

public String rowName(ContactCenterInfo eval,
                      int row)
Returns the name associated with the row row in a matrix of results for this type of performance measure estimated by eval. For example, if the method is called for the service level, and row 0, it may return inbound type 0.

Parameters:
eval - the contact center evaluation object.
row - the row index.
Returns:
the row name.

rowProperties

public Map<String,String> rowProperties(ContactCenterInfo eval,
                                        int row)
Returns the properties associated with the row row in a matrix of results for this type of performance measure estimated by eval.

Parameters:
eval - the contact center evaluation object.
row - the row index.
Returns:
the row properties.

rows

public int rows(ContactCenterInfo eval)
Returns the number of rows in a matrix of performance measures of this type estimated by the evaluation system eval.

Parameters:
eval - the queried evaluation system.
Returns:
the number of rows.

rowTitle

public String rowTitle()
Returns the title that should identify the rows of matrices of results for this type of performance measure. For example, this may return Groups for agents' occupancy ratio.

Returns:
the row title.

ContactCenters
V. 0.9.9.

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