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ContactCenters V. 0.9.9. |
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java.lang.Objectjava.lang.Enum<PerformanceMeasureType>
umontreal.iro.lecuyer.contactcenters.app.PerformanceMeasureType
public 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.
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 | |
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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. |
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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. |
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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. |
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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. |
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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. |
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RATEOFABANDONMENT
Corresponds to the rate of contacts of each type having abandoned, excluding contacts blocked because of insufficient queue capacity. |
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RATEOFABANDONMENTAFTERAWT
Corresponds to the rate of contacts of each inbound type having waited more than the acceptable waiting time, before they abandon. |
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RATEOFABANDONMENTBEFOREAWT
Corresponds to the rate of contacts of each inbound type having waited less than the acceptable waiting time, before they abandon. |
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RATEOFARRIVALS
Defined as the rate of contacts arriving into the router for being assigned an agent. |
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RATEOFARRIVALSIN
Same as RATEOFARRIVALS , for inbound contacts only. |
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RATEOFBLOCKING
Corresponds to the rate of contacts blocked because the queue capacity was exceeded at the time of their arrivals. |
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RATEOFDELAY
Corresponds to the rate of delayed contacts, i.e., the rate of contacts not served immediately upon arrival. |
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RATEOFINTARGETSL
Corresponds to the rate of served or abandoned inbound contacts of each type having waited less than the acceptable waiting time. |
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RATEOFOFFERED
Defined as the rate of contacts offered. |
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RATEOFSERVICES
Represents the rate of served contacts for each contact type and period. |
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RATEOFSERVICESAFTERAWT
Corresponds to the rate of served inbound contacts of each type having waited more than the acceptable waiting time. |
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RATEOFSERVICESBEFOREAWT
Corresponds to the rate of served inbound contacts of each type having waited less than the acceptable waiting time. |
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RATEOFSERVICESG
Represents the rate of served contacts for each contact type, agent group, and period. |
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RATEOFTRIEDOUTBOUND
Defined as the rate of contacts of each outbound type the dialer or agents have tried to make. |
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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. |
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SERVEDRATES
Represents the rate of contacts of a given type served by agents in a specific group, per simulation time unit. |
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SERVICELEVEL
Service level performance measure. |
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SERVICELEVEL2
Alternate service level performance measure. |
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SERVICELEVEL2REP
Represents the expectation of ratio version of SERVICELEVEL2 . |
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SERVICELEVELG
Service level performance measure for contact types and agent groups. |
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SERVICELEVELREP
Represents the expectation of ratio version of SERVICELEVEL . |
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SERVICERATIO
Probability of service, i.e., the fraction of the expected number of contacts served over the total expected number of arrivals. |
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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. |
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SERVICETIMEG
Expected total service time over the expected number of services, for each (contact type, agent group). |
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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. |
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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 . |
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SUMEXCESSTIMES
Represents the expected sum of excess times of contacts. |
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SUMEXCESSTIMESABANDONED
Represents the expected sum of excess times of contacts having abandoned. |
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SUMEXCESSTIMESSERVED
Represents the expected sum of excess times of served contacts. |
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SUMSERVICETIMES
Represents the sum of service times of contacts. |
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SUMWAITINGTIMES
Represents the sum of waiting times, for each contact type. |
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SUMWAITINGTIMESABANDONED
Represents the sum of waiting times of contacts having abandoned, for each contact type. |
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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. |
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SUMWAITINGTIMESVQABANDONED
Represents the sum of waiting times in virtual queue of contacts having abandoned, for each contact type. |
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SUMWAITINGTIMESVQSERVED
Represents the sum of waiting times in virtual queue of served contacts, for each contact type. |
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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. |
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TIMETOABANDONREP
Corresponds to the expectation of ratio version of TIMETOABANDON . |
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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. |
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WAITINGTIMEVQSERVEDREP
Corresponds to the expectation of ratio version of WAITINGTIMEVQSERVED . |
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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 . |
Method Summary | |
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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 |
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public static final PerformanceMeasureType ABANDONMENTRATIO
public static final PerformanceMeasureType ABANDONMENTRATIOAFTERAWT
public static final PerformanceMeasureType ABANDONMENTRATIOBEFOREAWT
public static final PerformanceMeasureType ABANDONMENTRATIOREP
ABANDONMENTRATIO
.
public static final PerformanceMeasureType AVGBUSYAGENTS
public static final PerformanceMeasureType AVGQUEUESIZE
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
public static final PerformanceMeasureType AVGSCHEDULEDAGENTS
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.
public static final PerformanceMeasureType AVGWORKINGAGENTS
AVGSCHEDULEDAGENTS
but excludes the non-available idle agents.
More specifically, if
public static final PerformanceMeasureType BLOCKRATIO
public static final PerformanceMeasureType BLOCKRATIOREP
BLOCKRATIO
.
public static final PerformanceMeasureType BUSYAGENTSENDSIM
public static final PerformanceMeasureType DELAYRATIO
public static final PerformanceMeasureType DELAYRATIOREP
DELAYRATIO
.
public static final PerformanceMeasureType EXCESSTIME
SUMEXCESSTIMES
, while the denominator corresponds to
RATEOFARRIVALS
.
public static final PerformanceMeasureType EXCESSTIMEABANDONED
SUMEXCESSTIMESABANDONED
,
while the denominator corresponds to RATEOFABANDONMENT
.
public static final PerformanceMeasureType EXCESSTIMEABANDONEDREP
EXCESSTIMEABANDONED
.
public static final PerformanceMeasureType EXCESSTIMEREP
EXCESSTIME
.
public static final PerformanceMeasureType EXCESSTIMESERVED
SUMEXCESSTIMESSERVED
, while the denominator
corresponds to RATEOFSERVICES
.
public static final PerformanceMeasureType EXCESSTIMESERVEDREP
EXCESSTIMESERVED
.
public static final PerformanceMeasureType MAXBUSYAGENTS
public static final PerformanceMeasureType MAXQUEUESIZE
public static final PerformanceMeasureType MAXWAITINGTIME
public static final PerformanceMeasureType MAXWAITINGTIMEG
MAXWAITINGTIME
, for (contact type, agent group) pairs.
public static final PerformanceMeasureType MAXWAITINGTIMEABANDONED
public static final PerformanceMeasureType MAXWAITINGTIMESERVED
public static final PerformanceMeasureType MAXWAITINGTIMESERVEDG
public static final PerformanceMeasureType OCCUPANCY
AVGBUSYAGENTS
type of performance measure while the expectation
at the denominator corresponds to AVGSCHEDULEDAGENTS
.
public static final PerformanceMeasureType OCCUPANCY2
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
.
public static final PerformanceMeasureType OCCUPANCY2REP
OCCUPANCY2
.
public static final PerformanceMeasureType OCCUPANCYREP
OCCUPANCY
.
public static final PerformanceMeasureType QUEUESIZEENDSIM
public static final PerformanceMeasureType RATEOFABANDONMENT
public static final PerformanceMeasureType RATEOFABANDONMENTAFTERAWT
public static final PerformanceMeasureType RATEOFABANDONMENTBEFOREAWT
public static final PerformanceMeasureType RATEOFARRIVALS
public static final PerformanceMeasureType RATEOFARRIVALSIN
RATEOFARRIVALS
, for inbound contacts only.
public static final PerformanceMeasureType RATEOFBLOCKING
public static final PerformanceMeasureType RATEOFDELAY
public static final PerformanceMeasureType RATEOFINTARGETSL
RATEOFABANDONMENTBEFOREAWT
and
RATEOFSERVICESBEFOREAWT
.
public static final PerformanceMeasureType RATEOFOFFERED
RATEOFARRIVALS
.
public static final PerformanceMeasureType RATEOFSERVICES
public static final PerformanceMeasureType RATEOFSERVICESAFTERAWT
public static final PerformanceMeasureType RATEOFSERVICESBEFOREAWT
public static final PerformanceMeasureType RATEOFSERVICESG
RATEOFSERVICES
, but this gives the
rate at which each agent group serves contacts of each type.
public static final PerformanceMeasureType RATEOFTRIEDOUTBOUND
public static final PerformanceMeasureType RATEOFWRONGPARTYCONNECT
public static final PerformanceMeasureType SERVEDRATES
This performance measure is similar to RATEOFSERVICESG
, except
that it is estimated only globally, not for each main period, with less
memory than RATEOFSERVICESG
.
public static final PerformanceMeasureType SERVICELEVEL
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.
public static final PerformanceMeasureType SERVICELEVELREP
SERVICELEVEL
.
public static final PerformanceMeasureType SERVICELEVEL2
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.
public static final PerformanceMeasureType SERVICELEVEL2REP
SERVICELEVEL2
.
public static final PerformanceMeasureType SERVICELEVELG
public static final PerformanceMeasureType SERVICERATIO
public static final PerformanceMeasureType SERVICERATIOREP
SERVICERATIO
.
public static final PerformanceMeasureType SERVICETIME
public static final PerformanceMeasureType SERVICETIMEG
public static final PerformanceMeasureType SERVICETIMEREP
SERVICETIME
.
public static final PerformanceMeasureType SPEEDOFANSWER
SUMWAITINGTIMESSERVED
, while the denominator corresponds to
RATEOFSERVICES
.
public static final PerformanceMeasureType SPEEDOFANSWERG
public static final PerformanceMeasureType SPEEDOFANSWERREP
SPEEDOFANSWER
.
public static final PerformanceMeasureType SUMEXCESSTIMES
public static final PerformanceMeasureType SUMEXCESSTIMESABANDONED
public static final PerformanceMeasureType SUMEXCESSTIMESSERVED
public static final PerformanceMeasureType SUMSERVICETIMES
public static final PerformanceMeasureType SUMWAITINGTIMES
public static final PerformanceMeasureType SUMWAITINGTIMESABANDONED
public static final PerformanceMeasureType SUMWAITINGTIMESSERVED
public static final PerformanceMeasureType SUMWAITINGTIMESVQ
public static final PerformanceMeasureType SUMWAITINGTIMESVQABANDONED
public static final PerformanceMeasureType SUMWAITINGTIMESVQSERVED
public static final PerformanceMeasureType TIMETOABANDON
SUMWAITINGTIMESABANDONED
,
while the denominator corresponds to RATEOFABANDONMENT
.
public static final PerformanceMeasureType TIMETOABANDONREP
TIMETOABANDON
.
public static final PerformanceMeasureType WAITINGTIME
SUMWAITINGTIMES
, while the denominator corresponds
to RATEOFARRIVALS
.
public static final PerformanceMeasureType WAITINGTIMEG
public static final PerformanceMeasureType WAITINGTIMEREP
WAITINGTIME
.
public static final PerformanceMeasureType WAITINGTIMEVQ
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.
public static final PerformanceMeasureType WAITINGTIMEVQABANDONED
SUMWAITINGTIMESVQABANDONED
, while the denominator corresponds to
RATEOFABANDONMENT
.
public static final PerformanceMeasureType WAITINGTIMEVQABANDONEDREP
WAITINGTIMEVQABANDONED
.
public static final PerformanceMeasureType WAITINGTIMEVQREP
WAITINGTIMEVQ
.
public static final PerformanceMeasureType WAITINGTIMEVQSERVED
SUMWAITINGTIMESVQSERVED
, while the denominator corresponds to
RATEOFSERVICES
.
public static final PerformanceMeasureType WAITINGTIMEVQSERVEDREP
WAITINGTIMEVQSERVED
.
public static final PerformanceMeasureType WAITINGTIMEWAIT
SUMWAITINGTIMES
, while the denominator corresponds to
RATEOFDELAY
.
public static final PerformanceMeasureType WAITINGTIMEWAITREP
WAITINGTIMEWAIT
.
Field Detail |
---|
@Deprecated public static final PerformanceMeasureType ABANDONMENTRATE
ABANDONMENTRATIO
instead.@Deprecated public static final PerformanceMeasureType ABANDONMENTRATEAFTERAWT
ABANDONMENTRATIOAFTERAWT
instead.@Deprecated public static final PerformanceMeasureType ABANDONMENTRATEBEFOREAWT
ABANDONMENTRATIOBEFOREAWT
instead.@Deprecated public static final PerformanceMeasureType ABANDONMENTRATEREP
ABANDONMENTRATIOREP
instead.@Deprecated public static final PerformanceMeasureType ABANDONRATE
ABANDONMENTRATIO
instead.@Deprecated public static final PerformanceMeasureType ABANDONRATEAFTERAWT
ABANDONMENTRATIOAFTERAWT
instead.@Deprecated public static final PerformanceMeasureType ABANDONRATEBEFOREAWT
ABANDONMENTRATIOBEFOREAWT
instead.@Deprecated public static final PerformanceMeasureType ABANDONRATEREP
ABANDONMENTRATIOREP
instead.@Deprecated public static final PerformanceMeasureType BLOCKRATE
BLOCKRATIO
instead.@Deprecated public static final PerformanceMeasureType BLOCKRATEREP
BLOCKRATIOREP
instead.@Deprecated public static final PerformanceMeasureType PATIENCETIME
TIMETOABANDON
instead.@Deprecated public static final PerformanceMeasureType PATIENCETIMEREP
TIMETOABANDONREP
instead.@Deprecated public static final PerformanceMeasureType POSWAITRATIO
DELAYRATIO
instead.@Deprecated public static final PerformanceMeasureType POSWAITRATIOREP
DELAYRATIOREP
instead.@Deprecated public static final PerformanceMeasureType QOS
SERVICELEVEL
instead.@Deprecated public static final PerformanceMeasureType QOS2
SERVICELEVEL2
instead.@Deprecated public static final PerformanceMeasureType QOS2REP
SERVICELEVEL2REP
instead.@Deprecated public static final PerformanceMeasureType QOSREP
SERVICELEVELREP
instead.@Deprecated public static final PerformanceMeasureType RATEOFPOSWAIT
RATEOFDELAY
instead.Method Detail |
---|
public static PerformanceMeasureType[] values()
for (PerformanceMeasureType c : PerformanceMeasureType.values()) System.out.println(c);
public static PerformanceMeasureType valueOf(String name)
name
- the name of the enum constant to be returned.
IllegalArgumentException
- if this enum type has no constant
with the specified name
NullPointerException
- if the argument is nullpublic static DoubleMatrix2D getAgentToContactTrafficMatrix(ContactCenterEval eval)
SERVEDRATES
).
eval
- the evaluation system.
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.public static DoubleMatrix2D getContactToAgentTrafficMatrix(ContactCenterEval eval)
SERVEDRATES
).
eval
- the evaluation system.
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.public String columnName(ContactCenterInfo eval, int col)
eval
- the contact center evaluation object.col
- the column index.
public Map<String,String> columnProperties(ContactCenterInfo eval, int column)
eval
- the contact center evaluation object.column
- the column index.
public int columns(ContactCenterInfo eval)
eval
- the queried evaluation system.
public String columnTitle()
public ColumnType getColumnType()
public String getDescription()
Enum.name()
corresponds to the internal name of this
type of performance measure, used in programs.
public EstimationType getEstimationType()
public RowType getRowType()
public double getZeroOverZeroValue()
public boolean isPercentage()
public boolean isTime()
ContactCenterInfo.getDefaultUnit()
. Reporting facilities can
convert this time to the appropriate visual representation.
public String rowName(ContactCenterInfo eval, int row)
eval
- the contact center evaluation object.row
- the row index.
public Map<String,String> rowProperties(ContactCenterInfo eval, int row)
eval
- the contact center evaluation object.row
- the row index.
public int rows(ContactCenterInfo eval)
eval
- the queried evaluation system.
public String rowTitle()
|
ContactCenters V. 0.9.9. |
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