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ContactCenters V. 0.9.9. |
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Description
Interface Summary | |
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AWTPeriod | Represents an object capable of computing a period index to get the acceptable waiting time of a contact. |
CallCenterStatProbes | Encapsulates collectors containing statistics about a simulated call center. |
StatPeriod | Represents an object capable of assigning a statistical period to any observed call. |
Class Summary | |
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AbstractCallCenterStatProbes | This base class defines two maps that contain the statistical probes being managed. |
BusyAgentsChecker | Computes the maximal number of busy agents for every agent group and statistical period, during the simulation. |
CallByCallMeasureManager | Contains and updates call-by-call measures for a call center model. |
CallCenterMeasureManager | Encapsulates the matrices of counters collecting observations during simulation, and provides methods to determine which types of counters are supported, and to extract matrices of observations from the counters. |
CallCenterStatWithSlidingWindows | Contains the necessary logic for computing statistics in time windows, for a call center model. |
CallCounter | Defines a new-contact listener for counting calls. |
ChainCallCenterStat | Combines the matrices of statistical probes from two call center statistical objects. |
CovFMMCallCenterStat | Represents a set of probes that collect covariances in matrices of functions of multiple means tallies. |
MatrixCache | Constructs and caches matrices of observations derived from
the matrices obtained using a CallCenterMeasureManager . |
OutboundCallCounter | Defines a new-contact listener that counts the number of outbound calls. |
QueueSizeChecker | Computes the maximal queue size for every waiting queue and statistical period, during the simulation. |
SimCallCenterStat | Represents call center statistics obtained directly via call center measures. |
StatCallCenterStat | Represents a set of statistical probes containing other statistics as observations. |
Enum Summary | |
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MeasureType | Defines the types of matrices of measures, or raw statistics, supported by the call center simulator. |
StatType | Represents a type of statistic used by StatCallCenterStat . |
TimeNormalizeType | Possible type of time normalizations after a matrix of counters is obtained. |
Provides utility classes to manage statistics in the blend/multi-skill call center simulator. The system for managing statistics is split into two parts: counters updated throughout the simulation, and collectors updated only at the end of steps using the values of counters. Counters and collectors are regrouped into matrices whose rows correspond to call types, agent groups, or (call type, agent group) pairs, and columns represent time intervals. We now examine how counters and collectors are managed and interact in more details.
The abstract class
CallCenterMeasureManager
represents the matrices of counters. It can be used to list the supported types of measures, and
return matrices of values for any supported type.
Getting a matrix of values is done by reading the
corresponding counters, and performing some
computations such as regrouping periods or
normalizing with respect to time.
The exact computation depends on application and thus
on the concrete subclass.
Usually, the matrices of counters contain one column per period,
and matrices of statistical collectors have one column per main period,
plus an extra column representing the whole horizon.
The measure manager also encapsulates
some observers linked to the
call center model in order to collect the appropriate
statistics.
These observers use an instance of
StatPeriod
to obtain the statistical period of any processed call.
The call center measure manager also includes an
instance of
CallByCallMeasureManager
,
which
regroups every counter containing sums with one (possibly 0) term for each
simulated call.
On the other hand,
the interface
CallCenterStatProbes
represents a set of matrices of statistical collectors.
The most common implementation of this interface is
SimCallCenterStat
which provides a method addObs to add matrices of counters, obtained
using an instance of
CallCenterMeasureManager
, to
the corresponding matrices of collectors.
Other implementations of the interface can be used
to collect statistics about statistics, e.g., averages of averages,
variances, etc., combine the information given by two
instances of
SimCallCenterStat
, etc.
This can be used to apply some variance reduction techniques
such as stratification and randomized quasi-Monte Carlo methods.
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ContactCenters V. 0.9.9. |
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