complexType "ccmsk:CallCenterParams"
Namespace:
Content:
complex, 16 attributes, 17 elements
Defined:
globally in ccmsk.xsd, see XML source
Includes:
definitions of 16 attributes and 17 elements
Used:
XML Representation Summary
<...
    agentsMult
 = 
xsd:double : "1"
    arrivalsMult
 = 
xsd:double : "1"
    conferenceTimesMult
 = 
xsd:double : "1"
    convertSchedulesToStaffing
 = 
xsd:boolean : "false"
    defaultUnit
 = 
("NANOSECOND" | "MICROSECOND" | "MILLISECOND" | "SECOND" | "MINUTE" | "HOUR" | "DAY" | "WEEK") : "HOUR"
    numPeriods
 = 
xsd:int
    patienceTimesMult
 = 
xsd:double : "1"
    periodDuration
 = 
xsd:duration
    preServiceTimesNoConfMult
 = 
xsd:double : "1"
    previewTimesMult
 = 
xsd:double : "1"
    queueCapacity
 = 
xsd:int
    serviceTimesMult
 = 
xsd:double : "1"
    startingDate
 = 
xsd:date
    startingTime
 = 
xsd:duration
    transferTimesMult
 = 
xsd:double : "1"
    waitingTimePredictorClass
 = 
xsd:string : "LastWaitingTimePredictor"
    >
   
Content: 
</...>
Content Elements (17):
All Direct / Indirect Based Elements (1):
Known Usage Locations
Annotation
Specifies the common as well as call-type specific parameters for a blend and multi-skill call center model. These include random variate generators for service times, patience times and arrivals as well as information on the routing. This complex type defines attributes for encoding the simple information such as the number and duration of main periods in the model, the default time unit, etc. Nested elements are used for more complex information such as the description of a call type, an agent group, and routing parameters.
XML Source (w/o annotations (34); see schema source)
<xsd:complexType name="CallCenterParams">
<xsd:sequence>
<xsd:element maxOccurs="1" minOccurs="0" name="properties" type="ssj:PropertiesParams">
<xsd:key name="CCPUniquePropertyName">
<xsd:selector xpath="*"/>
<xsd:field xpath="@name"/>
</xsd:key>
</xsd:element>
<xsd:element maxOccurs="1" minOccurs="0" name="busynessGen" type="ssj:RandomVariateGenParams">
</xsd:element>
<xsd:element maxOccurs="1" minOccurs="0" name="defaultArrivalProcess" type="ccmsk:ArrivalProcessParams">
</xsd:element>
<xsd:element maxOccurs="unbounded" minOccurs="0" name="inboundType" type="ccmsk:InboundTypeParams">
</xsd:element>
<xsd:element maxOccurs="unbounded" minOccurs="0" name="arrivalProcess" type="ccmsk:ArrivalProcessParams">
</xsd:element>
<xsd:element maxOccurs="unbounded" minOccurs="0" name="outboundType" type="ccmsk:OutboundTypeParams">
</xsd:element>
<xsd:element maxOccurs="unbounded" minOccurs="0" name="dialer" type="ccmsk:DialerParams">
</xsd:element>
<xsd:element maxOccurs="unbounded" minOccurs="1" name="agentGroup" type="ccmsk:AgentGroupParams">
</xsd:element>
<xsd:element maxOccurs="1" minOccurs="0" name="shiftMatrix" type="ssj:BooleanArray">
</xsd:element>
<xsd:element maxOccurs="unbounded" minOccurs="0" name="shift" type="ccmsk:ScheduleShiftParams">
</xsd:element>
<xsd:element maxOccurs="1" minOccurs="1" name="router" type="ccmsk:RouterParams">
</xsd:element>
<xsd:element maxOccurs="unbounded" minOccurs="1" name="serviceLevel" type="ccapp:ServiceLevelParams">
</xsd:element>
<xsd:element maxOccurs="unbounded" minOccurs="0" name="inboundTypeSegment" type="ccmsk:SegmentParams">
</xsd:element>
<xsd:element maxOccurs="unbounded" minOccurs="0" name="outboundTypeSegment" type="ccmsk:SegmentParams">
</xsd:element>
<xsd:element maxOccurs="unbounded" minOccurs="0" name="callTypeSegment" type="ccmsk:SegmentParams">
</xsd:element>
<xsd:element maxOccurs="unbounded" minOccurs="0" name="agentGroupSegment" type="ccmsk:SegmentParams">
</xsd:element>
<xsd:element maxOccurs="unbounded" minOccurs="0" name="periodSegment" type="ccmsk:SegmentParams">
</xsd:element>
</xsd:sequence>
<xsd:attribute default="HOUR" name="defaultUnit" type="ssj:TimeUnitParam">
</xsd:attribute>
<xsd:attribute name="queueCapacity" type="ssj:nonNegativeInt">
</xsd:attribute>
<xsd:attribute name="numPeriods" type="ssj:positiveInt" use="required">
</xsd:attribute>
<xsd:attribute name="periodDuration" type="ssj:nonNegativeDuration" use="required">
</xsd:attribute>
<xsd:attribute name="startingDate" type="xsd:date">
</xsd:attribute>
<xsd:attribute name="startingTime" type="ssj:nonNegativeDuration">
</xsd:attribute>
<xsd:attribute default="1" name="arrivalsMult" type="ssj:nonNegativeDouble">
</xsd:attribute>
<xsd:attribute default="1" name="patienceTimesMult" type="ssj:nonNegativeDouble">
</xsd:attribute>
<xsd:attribute default="1" name="serviceTimesMult" type="ssj:nonNegativeDouble">
</xsd:attribute>
<xsd:attribute default="1" name="conferenceTimesMult" type="ssj:nonNegativeDouble">
</xsd:attribute>
<xsd:attribute default="1" name="preServiceTimesNoConfMult" type="ssj:nonNegativeDouble">
</xsd:attribute>
<xsd:attribute default="1" name="transferTimesMult" type="ssj:nonNegativeDouble">
</xsd:attribute>
<xsd:attribute default="1" name="previewTimesMult" type="ssj:nonNegativeDouble">
</xsd:attribute>
<xsd:attribute default="false" name="convertSchedulesToStaffing" type="xsd:boolean">
</xsd:attribute>
<xsd:attribute default="1" name="agentsMult" type="ssj:nonNegativeDouble">
</xsd:attribute>
<xsd:attribute default="LastWaitingTimePredictor" name="waitingTimePredictorClass" type="xsd:string">
</xsd:attribute>
</xsd:complexType>
Attribute Detail
agentsMult
Determines the multiplier applied to each staffing vector of agent groups. The number of agents in a period or a shift is multiplied by this constant as well as a constant local to the agent group, and rounded to the nearest integer. By default, this attribute is set to 1, which results in no staffing perturbation.
Type:
Use:
optional
Default:
"1"
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
<xsd:attribute default="1" name="agentsMult" type="ssj:nonNegativeDouble">
</xsd:attribute>

arrivalsMult
Determines the factor by which the number of arrivals generated by all arrival processes is multiplied. This multiplier is used to change the total call volume without modifiying the parameters of each single arrival process. The default value of this attribute is 1, which results in no change to the call volume.
Type:
Use:
optional
Default:
"1"
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
<xsd:attribute default="1" name="arrivalsMult" type="ssj:nonNegativeDouble">
</xsd:attribute>

conferenceTimesMult
Determines the factor by which each conference time is multiplied. This parameter can be used to globally change conference times for each call type. Its default value is 1, which results in no conference time perturbation. The conference time is defined as the time spent by a primary agent with a secondary agent during a call transfer.
Type:
Use:
optional
Default:
"1"
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
<xsd:attribute default="1" name="conferenceTimesMult" type="ssj:nonNegativeDouble">
</xsd:attribute>

convertSchedulesToStaffing
Determines if the schedules specified using the schedule or agent elements of each agent group need to be converted to staffing vectors internally. This conversion is necessary if one plans to alter the staffing directly, without taking account of scheduling. This attribute sets the default value of convertSchedulesToStaffing for all agent groups. One can override this attribute for a specific agent group by setting the corresponding convertScheduleToStaffing in the element agentGroup.
Type:
xsd:boolean
Use:
optional
Default:
"false"
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
<xsd:attribute default="false" name="convertSchedulesToStaffing" type="xsd:boolean">
</xsd:attribute>

defaultUnit
Determines the default time unit used when no unit is given in parameters for random variate generators. This also defines the meaning, for the simulator, of one simulation time unit as well as the time unit used to format results such as average waiting times.
Type:
Use:
optional
Default:
"HOUR"
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
<xsd:attribute default="HOUR" name="defaultUnit" type="ssj:TimeUnitParam">
</xsd:attribute>

numPeriods
Determines the number of main periods of the model. This sets the number of periods for which parameters are specified, and the number of periods composing the finite horizon for a simulation with independent replications.
Type:
Use:
required
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
<xsd:attribute name="numPeriods" type="ssj:positiveInt" use="required">
</xsd:attribute>

patienceTimesMult
Determines the multiplier applied to each generated patience time. This parameter can be used to globally change the patience time for all call types, and defaults to 1 if unspecified.
Type:
Use:
optional
Default:
"1"
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
<xsd:attribute default="1" name="patienceTimesMult" type="ssj:nonNegativeDouble">
</xsd:attribute>

periodDuration
Determines the duration of each main period. This parameter, along with the numPeriods attribute, determines the length of the finite horizon for simulation with independent replications, and is also used for normalizing performance measures corresponding to rates.
Type:
Use:
required
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
<xsd:attribute name="periodDuration" type="ssj:nonNegativeDuration" use="required">
</xsd:attribute>

preServiceTimesNoConfMult
Determines the factor by which each pre-service time is multiplied. This parameter can be used to globally change pre-service times for each call type. Its default value is 1, which results in no pre-service time perturbation. This pre-service time is the time spent by a secondary agent with a caller if no conference with the primary agent occurs after a call transfer.
Type:
Use:
optional
Default:
"1"
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
<xsd:attribute default="1" name="preServiceTimesNoConfMult" type="ssj:nonNegativeDouble">
</xsd:attribute>

previewTimesMult
Determines the factor by which each preview time is multiplied. This parameter can be used to globally change preview times for each outbound call type. Its default value is 1, which results in no preview time perturbation. The preview time is the delay necessary for an agent to figure out if an outbound call is a right party connect.
Type:
Use:
optional
Default:
"1"
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
<xsd:attribute default="1" name="previewTimesMult" type="ssj:nonNegativeDouble">
</xsd:attribute>

queueCapacity
Determines the maximal queue capacity at any time during the simulation. If a call cannot be served immediately while the total number of queued calls corresponds to this capacity, the new call is blocked. The queue capacity is set to infinity if this attribute is omitted.
Type:
Use:
optional
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
<xsd:attribute name="queueCapacity" type="ssj:nonNegativeInt">
</xsd:attribute>

serviceTimesMult
Determines the factor by which each service time is multiplied. This parameter can be used to globally change service times for each call type. Its default value is 1, which results in no service time perturbation.
Type:
Use:
optional
Default:
"1"
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
<xsd:attribute default="1" name="serviceTimesMult" type="ssj:nonNegativeDouble">
</xsd:attribute>

startingDate
Determines the starting date of the simulation. This corresponds to the date of the day which the model intends to simulate, and is used only for reporting. If this parameter is not specified, the current date is used.
Type:
xsd:date
Use:
optional
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
<xsd:attribute name="startingDate" type="xsd:date">
</xsd:attribute>

startingTime
Determines the time at which the first main period begins. This parameter is used for reporting, and does not influence the simulation. It defaults to midnight if unspecified.
Type:
Use:
optional
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
<xsd:attribute name="startingTime" type="ssj:nonNegativeDuration">
</xsd:attribute>

transferTimesMult
Determines the factor by which each transfer time is multiplied. This parameter can be used to globally change transfer times for each call type. Its default value is 1, which results in no transfer time perturbation. The transfer time is the delay necessary for an agent to contact another agent for call transfer.
Type:
Use:
optional
Default:
"1"
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
<xsd:attribute default="1" name="transferTimesMult" type="ssj:nonNegativeDouble">
</xsd:attribute>

waitingTimePredictorClass
Determines the class name of the waiting time predictor when virtual queues are used. The value of this attribute should correspond to the name of a class implementing the WaitingTimePredictor interface from package umontreal.iro.lecuyer.contactcenters.expdelay. The class name can be fully qualified, or relative to the package umontreal.iro.lecuyer.contactcenters.expdelay. The default predictor uses the last observed waiting time as a prediction of the waiting time.
Type:
xsd:string
Use:
optional
Default:
"LastWaitingTimePredictor"
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
<xsd:attribute default="LastWaitingTimePredictor" name="waitingTimePredictorClass" type="xsd:string">
</xsd:attribute>
Content Element Detail
agentGroup
Determines the parameters for each agent group. The ith occurrence of this element in a parameter file corresponds to the ith agent group in the model.
Type:
ccmsk:AgentGroupParams, complex content
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
XML Source (w/o annotations (1); see schema source)
<xsd:element maxOccurs="unbounded" minOccurs="1" name="agentGroup" type="ccmsk:AgentGroupParams">
</xsd:element>

agentGroupSegment
Similar to inboundTypeSegment for agent groups.
Type:
ccmsk:SegmentParams, complex content
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
XML Source (w/o annotations (1); see schema source)
<xsd:element maxOccurs="unbounded" minOccurs="0" name="agentGroupSegment" type="ccmsk:SegmentParams">
</xsd:element>

arrivalProcess
Gives the parameters of a detached arrival process that can generate calls of several types. In contrast, attached arrival processes are described by arrivalProcess elements inside inboundType elements, and generate calls of a single type.
Type:
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
XML Source (w/o annotations (1); see schema source)
<xsd:element maxOccurs="unbounded" minOccurs="0" name="arrivalProcess" type="ccmsk:ArrivalProcessParams">
</xsd:element>

busynessGen
Determines the parameters of the random variate generator used to generate the busyness factor for increased variability of arrival processes. At the beginning of each replication, if this element is present, a new busyness factor is generated from the given distribution, and is assumed to correspond to the global busyness of the day. If the generated factor is smaller than 1, the day is less busy than usual. If it is greater than 1, it is more busy than usual. Every base arrival rate of inbound calls is multiplied by this busyness factor to obtain the rates being used for the day. If this element is omitted, the busyness factor is deterministic and always equals 1.
Type:
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
XML Source (w/o annotations (1); see schema source)
<xsd:element maxOccurs="1" minOccurs="0" name="busynessGen" type="ssj:RandomVariateGenParams">
</xsd:element>

callTypeSegment
Similar to inboundTypeSegment for all call types, inbound or outbound.
Type:
ccmsk:SegmentParams, complex content
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
XML Source (w/o annotations (1); see schema source)
<xsd:element maxOccurs="unbounded" minOccurs="0" name="callTypeSegment" type="ccmsk:SegmentParams">
</xsd:element>

defaultArrivalProcess
Select the type of arrival process used by default in all the arrival processes for the cases when it is not specified. This is to make tests with different models and many types of call processes.
Type:
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
XML Source (w/o annotations (1); see schema source)
<xsd:element maxOccurs="1" minOccurs="0" name="defaultArrivalProcess" type="ccmsk:ArrivalProcessParams">
</xsd:element>

dialer
Gives the parameters of a detached dialer that can generate calls of several types. In contrast, an attached dialer which is described by a dialer element inside an outboundType element, can generate calls of a single type.
Type:
ccmsk:DialerParams, complex content
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
XML Source (w/o annotations (1); see schema source)
<xsd:element maxOccurs="unbounded" minOccurs="0" name="dialer" type="ccmsk:DialerParams">
</xsd:element>

inboundType
Determines the parameters for each inbound call type. The kth element in the parameter file corresponds to the kth inbound call type in the model.
Type:
ccmsk:InboundTypeParams, complex content
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
XML Source (w/o annotations (1); see schema source)
<xsd:element maxOccurs="unbounded" minOccurs="0" name="inboundType" type="ccmsk:InboundTypeParams">
</xsd:element>

inboundTypeSegment
Defines a segment regrouping several inbound call types, for statistical collecting. The kth occurrence of this element defines the kth segment of inbound types.
Type:
ccmsk:SegmentParams, complex content
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
XML Source (w/o annotations (1); see schema source)
<xsd:element maxOccurs="unbounded" minOccurs="0" name="inboundTypeSegment" type="ccmsk:SegmentParams">
</xsd:element>

outboundType
Determines the parameters for each outbound call type. The kth occurrence of this element in the parameter file describes the kth outbound call type in the model. If Ki is the number of inbound call types, the kth outbound call type corresponds to the ( Ki + k)th call type.
Type:
ccmsk:OutboundTypeParams, complex content
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
XML Source (w/o annotations (1); see schema source)
<xsd:element maxOccurs="unbounded" minOccurs="0" name="outboundType" type="ccmsk:OutboundTypeParams">
</xsd:element>

outboundTypeSegment
Similar to inboundTypeSegment for outbound call types.
Type:
ccmsk:SegmentParams, complex content
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
XML Source (w/o annotations (1); see schema source)
<xsd:element maxOccurs="unbounded" minOccurs="0" name="outboundTypeSegment" type="ccmsk:SegmentParams">
</xsd:element>

periodSegment
Similar to inboundTypeSegment for main periods.
Type:
ccmsk:SegmentParams, complex content
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
XML Source (w/o annotations (1); see schema source)
<xsd:element maxOccurs="unbounded" minOccurs="0" name="periodSegment" type="ccmsk:SegmentParams">
</xsd:element>

properties
Defines properties for the described model. Properties can be used to add user information for describing the parameter file, or parameters used by programs extending the simulator.
Type:
ssj:PropertiesParams, complex content
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
XML Source (w/o annotations (1); see schema source)
<xsd:element maxOccurs="1" minOccurs="0" name="properties" type="ssj:PropertiesParams">
<xsd:key name="CCPUniquePropertyName">
<xsd:selector xpath="*"/>
<xsd:field xpath="@name"/>
</xsd:key>
</xsd:element>

router
Determines the parameters of the router used to assign calls to agents.
Type:
ccmsk:RouterParams, complex content
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
XML Source (w/o annotations (1); see schema source)
<xsd:element maxOccurs="1" minOccurs="1" name="router" type="ccmsk:RouterParams">
</xsd:element>

serviceLevel
Determines the acceptable waiting times used to estimate performance measures based on the service level.
Type:
ccapp:ServiceLevelParams, complex content
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
XML Source (w/o annotations (1); see schema source)
<xsd:element maxOccurs="unbounded" minOccurs="1" name="serviceLevel" type="ccapp:ServiceLevelParams">
</xsd:element>

shift
Defines shifts that can be used in schedules of agents. Each shift defined here must have an id attribute to be referred in the schedule local to an agent group. As opposed to shiftMatrix, shifts defined by this element are not used automatically in agent groups; they must be referred to explicitly in agent groups.
Type:
ccmsk:ScheduleShiftParams, complex content
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
XML Source (w/o annotations (1); see schema source)
<xsd:element maxOccurs="unbounded" minOccurs="0" name="shift" type="ccmsk:ScheduleShiftParams">
</xsd:element>

shiftMatrix
Determines the default matrix of shifts for the schedule of agents. Element (j, p) of this matrix is set to true or 1 if agents on the shift j can serve calls during main period p. This matrix is used when an agent group specifies a vector of agents per shift without a matrix of shifts, i.e., when a schedule element of an agent group contains a numAgents child without a matching shiftMatrix child.
Type:
ssj:BooleanArray, complex content
Defined:
locally, within (this) ccmsk:CallCenterParams complexType
XML Source (w/o annotations (1); see schema source)
<xsd:element maxOccurs="1" minOccurs="0" name="shiftMatrix" type="ssj:BooleanArray">
</xsd:element>

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