public interface WFMPerformanceService720Soap
extends java.rmi.Remote
WFM Forecast service
. WFM Schedule component create/modifies and publishes to DB scheduled information.
Performance service interprets this data as planned performance related information and uses for internal calculation, e.g. anticipated values, also supplies to client on request.
Performance service uses objectives and parameters to calculate some anticipated, scheduled, and required values. Service Objectives and parameters were used to build forecast data. Performance service calculates Services Objectives achieved after forecast data was built as well.
Requested and achieved Service Objectives can (and will) differ, because WFM Staffing Library tries to satisfy all specified Objectives, so they will be as requested or better.
Objectives and parameters are set for each activity for every time step (in some cases for period of time).
Independently from Performance data, Performance service can estimate basic Call Center Objectives for given Activity and parameters. Performance service calculates scenario values for: Service Factor; Abandoned Interactions Percentage; Average Speed of Answer; Staffing.
Performance service provides interface to read/edit/save minimum and maximum deviation settings of alert. Deviation settings are applied for different levels: Activity; Multi-site Activity; Site; Business Unit; Enterprise.
Performance service allows modification of alert settings. Settings are for following performance information types: Interaction Volume; Average Handling Time; Abandoned Interactions Volume; Service Factor; Average Speed of Answer; Working Agents.
Each item has minimum deviation % setting and maximum deviation % setting. When deviation set to 0%, alert is switched off.
Service will also indicate which of provided performance information values have reached alert value. Client should issue request for alerts when requesting performance information.Modifier and Type | Method and Description |
---|---|
SPerfAlertSettings[] |
getAlertsSettings(int target,
int targetId)
Returns alert deviation settings for specified level.
|
SPerfItemDataAndTotal[] |
getPerformanceData(int target,
int targetID,
double start,
double end,
double current,
int granularity,
int timeZoneOption,
int timeZoneID,
int sourceSchScenarioID,
int sourceFrcScenarioID,
int[] requestedItems,
int branch)
Returns array of values for each time interval (with specified granularity) in the requested period for requested performance items at specified target level, involves aggregation (totals, averages) for target more than Activity level and granularity bigger than 15 min.
|
java.lang.String |
getPerformanceDataAsync(int target,
int targetID,
double start,
double end,
double current,
int[] granularity,
int timeZoneOption,
int timeZoneID,
int sourceSchScenarioID,
int sourceFrcScenarioID,
int[] requestedItems,
int branch)
Start asynchronous operation to retrieve performance data for the requested period for requested performance items at specified target level.
|
SPerfItemDataAndTotal[] |
getPerformanceDataFromSnapshot(java.lang.String schSnapshotID,
SchAgentDay[] agentDayArray,
int target,
int targetID,
double start,
double end,
int granularity,
int[] requestedItems,
int branch)
Returns array of values for each time interval (with specified granularity) in the requested period for requested performance items at specified target level, involves aggregation (totals, averages) for target more than Activity level and granularity bigger than 15 min.
|
SPerfItemDataAndTotal[] |
getPerformanceRequestData(java.lang.String asyncRequestID)
Method used to get result of previously mada asyncronous call.
|
void |
setAlertsSettings(int target,
int targetId,
SPerfAlertSettings[] settings)
Modifies alert deviation settings for specified level.
|
SPerfFactors |
whatIfScenarioFactors(int IV,
double AHT,
int serviceTime,
int abandonTime,
double IOT,
int staffing)
Calculates and returns value of Service Factor, Abandoned Interactions Factor, and Average Speed of Answer.
|
int |
whatIfScenarioStaffing(int IV,
double AHT,
int serviceTime,
int abandonTime,
double IOT,
double maxOccupancyPCT,
SPerfFactors factors)
Calculates and returns value of Staffing.
|
java.lang.String getPerformanceDataAsync(int target, int targetID, double start, double end, double current, int[] granularity, int timeZoneOption, int timeZoneID, int sourceSchScenarioID, int sourceFrcScenarioID, int[] requestedItems, int branch) throws java.rmi.RemoteException
target
- Target leveltargetID
- Target identifierstart
- Period start date and timeend
- Period end date and timecurrent
- Current time interval from which Anticipated values are calculated (default 0 - no Anticipated values)granularity
- Granularity value in minutes (default value - 15 min), 0 - will return one value for entire period (total) for selected target and data types. Special values:
0 - for total value;
-1 - calendar month;
-10 - calendar week starts Sunday;
-11 - calendar week starts Mon.;
-12 - calendar week starts Tue.;
-13 - calendar week starts Wed.;
-14 - calendar week starts Thu.;
-15 - calendar week starts Fri.;
-16 - calendar week starts Sat.timeZoneOption
- Start, end (and current) date/times will be interpreted according to time zone option. When local time zone option is used, user must specify client time zone using Config service SetLocalTimeZone method.timeZoneID
- Used together with User Time zone Option (value=1) and specifies user time zone ID. If 0 is specified, configured (WFM Config Utility) user timezone is usedsourceSchScenarioID
- Schedule scenario identifier for schedule data (0 - master (default)), all calculations also will be made based on data in the scenariosourceFrcScenarioID
- Forecast scenario identifier for forecast data (0 - master (default)), all calculations also will be made based on data in the scenariorequestedItems
- Array of item typesbranch
- Data access option allows to choose Site->Activity branch or Multi-Site Activity->Activity branch when MSAs are usedjava.rmi.RemoteException
WFMConfigService720Soap.setLocalTimezone(com.genesyslab.wfm7.API.service.config720.CfgTimezone)
SPerfItemDataAndTotal[] getPerformanceRequestData(java.lang.String asyncRequestID) throws java.rmi.RemoteException
asyncRequestID
- Async request IDjava.rmi.RemoteException
SPerfItemDataAndTotal[] getPerformanceDataFromSnapshot(java.lang.String schSnapshotID, SchAgentDay[] agentDayArray, int target, int targetID, double start, double end, int granularity, int[] requestedItems, int branch) throws java.rmi.RemoteException
schSnapshotID
- Schedule snapshot ID representing schedule snapshot that should be used for performance calculationsagentDayArray
- An array of Agent Schedule Day structures. This represents modified schedule that is not yet saved to database but should be taken in account when calculating performance values. See WFM Schedule service documenttarget
- Target leveltargetID
- Target identifierstart
- Period start date and time. It should not exceed date range schedule snapshotend
- Period end date and time. It should not exceed date range of schedule snapshotgranularity
- Granularity value in minutes (default value - 15 min), 0 - will return one value for entire period (total) for selected target and data types. Special values:
0 - for total value;
-1 - calendar month;
-10 - calendar week starts Sunday;
-11 - calendar week starts Mon.;
-12 - calendar week starts Tue.;
-13 - calendar week starts Wed.;
-14 - calendar week starts Thu.;
-15 - calendar week starts Fri.;
-16 - calendar week starts Sat.requestedItems
- Array of item typesbranch
- Data access option allows to choose Site->Activity branch or Multi-Site Activity->Activity branch when MSAs are usedjava.rmi.RemoteException
SPerfItemDataAndTotal[] getPerformanceData(int target, int targetID, double start, double end, double current, int granularity, int timeZoneOption, int timeZoneID, int sourceSchScenarioID, int sourceFrcScenarioID, int[] requestedItems, int branch) throws java.rmi.RemoteException
target
- Target leveltargetID
- Target identifierstart
- Period start date and timeend
- Period end date and timecurrent
- Current time interval from which Anticipated values are calculated (default 0 - no Anticipated values)granularity
- Granularity value in minutes (default value - 15 min), 0 - will return one value for entire period (total) for selected target and data types. Special values:
0 - for total value;
-1 - calendar month;
-10 - calendar week starts Sunday;
-11 - calendar week starts Mon.;
-12 - calendar week starts Tue.;
-13 - calendar week starts Wed.;
-14 - calendar week starts Thu.;
-15 - calendar week starts Fri.;
-16 - calendar week starts Sat.timeZoneOption
- Start, end (and current) date/times will be interpreted according to time zone option. When local time zone option is used, user must specify client time zone using Config service SetLocalTimeZone method.timeZoneID
- Used together with User Time zone Option (value=1) and specifies user time zone ID. If 0 is specified, configured (WFM Config Utility) user timezone is usedsourceSchScenarioID
- Schedule scenario identifier for schedule data (0 - master (default)), all calculations also will be made based on data in the scenariosourceFrcScenarioID
- Forecast scenario identifier for forecast data (0 - master (default)), all calculations also will be made based on data in the scenariorequestedItems
- Array of item typesbranch
- Data access option allows to choose Site->Activity branch or Multi-Site Activity->Activity branch when MSAs are usedjava.rmi.RemoteException
WFMConfigService720Soap.setLocalTimezone(com.genesyslab.wfm7.API.service.config720.CfgTimezone)
SPerfFactors whatIfScenarioFactors(int IV, double AHT, int serviceTime, int abandonTime, double IOT, int staffing) throws java.rmi.RemoteException
IV
- Interaction Volume valueAHT
- Average Handle Time valueserviceTime
- Service timeabandonTime
- Time to abandonIOT
- Indirectly Occupied Time percentagestaffing
- Number of agentsjava.rmi.RemoteException
int whatIfScenarioStaffing(int IV, double AHT, int serviceTime, int abandonTime, double IOT, double maxOccupancyPCT, SPerfFactors factors) throws java.rmi.RemoteException
IV
- Interaction Volume valueAHT
- Average Handle Time valueserviceTime
- Service timeabandonTime
- Time to abandonIOT
- Indirectly Occupied Time percentagemaxOccupancyPCT
- Maximum Occupancy percentagefactors
- Contains factor valuesjava.rmi.RemoteException
SPerfAlertSettings[] getAlertsSettings(int target, int targetId) throws java.rmi.RemoteException
target
- Target leveltargetId
- Target identifierjava.rmi.RemoteException
void setAlertsSettings(int target, int targetId, SPerfAlertSettings[] settings) throws java.rmi.RemoteException
target
- Target leveltargetId
- Target identifiersettings
- Contains alert settings for supported types at target leveljava.rmi.RemoteException
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