public interface WFMPerformanceService761Soap
extends java.rmi.Remote
WFM Forecast service
.
The WFM Schedule component creates/modifies and publishes to the DB scheduled information.
Performance service interprets this data as planned performance related information and uses
it for internal calculations, e.g. anticipated values. It also supplies this information to
clients on request. Performance service uses objectives and parameters to calculate some
anticipated, scheduled, and required values. Service Objectives and parameters are used to
build forecast data. Performance service calculates Services Objectives achieved after
forecast data is built as well. Requested and achieved Service Objectives can (and will)
differ, because the 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 a period of time). Independently, based on Performance
data, Performance service can estimate basic Call Center Objectives for a given Activity and
parameters. Performance service calculates scenario values for: Service Factor, Abandoned
Interactions Percentage, Average Speed of Answer, and Staffing. Performance service provides
an 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,
and Enterprise. Performance service allows for modification of alert settings. Settings are for
the following performance information types: Interaction Volume, Average Handling Time,
Abandoned Interactions Volume, Service Factor, Average Speed of Answer, and Working Agents.
Each item has a minimum deviation % setting, and a maximum deviation % setting. When the
deviation is set to 0%, the alert is switched off. Service will also indicate which of the
provided performance information values has reached alert value. The client should issue a
request for alerts when requesting performance information.Modifier and Type | Method and Description |
---|---|
SPerfAlertSettings[] |
getAlertsSettings(int target,
int targetId)
Returns alert deviation settings for the 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 an array of values for each time interval (with specified granularity) in the
requested period for the requested performance items at the 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 an asynchronous operation to retrieve performance data for the requested period for the requested performance items at the 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 an array of values for each time interval (with specified granularity) in the
requested period for the requested performance items at the specified target level, involves
aggregation (totals, averages) for target more than Activity level and granularity bigger
than 15 min.
|
SPerfItemDataAndTotal[] |
getPerformanceInformation(int target,
int targetID,
double start,
double end,
double current,
int[] granularity,
int timeZoneOption,
int timeZoneID,
int sourceSchScenarioID,
int sourceFrcScenarioID,
int[] requestedItems,
int branch,
int option)
Returns an array of values for each time interval (with specified granularity) in the
requested period for the requested performance items at the specified target level, involves
aggregation (totals, averages) for target more than Activity level and multiple granularities.
|
SPerfItemDataAndTotal[] |
getPerformanceRequestData(java.lang.String asyncRequestID)
Method used to get result of a previously made asyncronous call.
|
void |
setAlertsSettings(int target,
int targetId,
SPerfAlertSettings[] settings)
Modifies alert deviation settings for the specified level.
|
java.lang.String |
setPerformanceDataAsync(SPerformanceItemData[] data,
boolean overwrite)
Start an asynchronous operation to record supplied performance data for the requested performance items and specified target.
|
SPerfFactors |
whatIfScenarioFactors(int IV,
double AHT,
int serviceTime,
int abandonTime,
double IOT,
int staffing)
Calculates and returns the 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 the 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 - returns one value for the entire period (total) for the 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 and end (and current): date/times are interpreted according to the time zone option. When the local time zone option is used, user must specify the client time zone using the 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 are also made based on data in the scenariosourceFrcScenarioID
- Forecast scenario identifier for forecast data (0 - master (default)): all calculations are also made based on data in the scenariorequestedItems
- Array of item typesbranch
- Data access option allows choice of Site->Activity branch or Multi-Site Activity->Activity branch when MSAs are used.java.rmi.RemoteException
WFMConfigService761Soap.setLocalTimezone(com.genesyslab.wfm7.API.service.config761.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 the schedule snapshot that should be used for performance calculationsagentDayArray
- An array of Agent Schedule Day structures. This represents a modified schedule that is not yet saved to the database, but which should be taken into account when calculating performance values. See WFM Schedule service document.target
- Target leveltargetID
- Target identifierstart
- Period start date and time. This should not exceed the date range schedule snapshotend
- Period end date and time. This should not exceed the date range of the schedule snapshotgranularity
- Granularity value, in minutes (default value - 15 min): 0 - returns one value for the entire period (total) for the 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 which allows for a choice of Site->Activity branch or Multi-Site Activity->Activity branch when MSAs are usedjava.rmi.RemoteException
EPerfTargets
,
EPerfInfoItems
,
EFrcActivitySelectionBranch
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 - returns one value for the entire period (total) for the 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 and end (and current): date/times are interpreted according to the time zone option. When the local time zone option is used, the user must specify the client time zone using the Config service SetLocalTimeZone method.timeZoneID
- Used together with the User Time zone Option (value=1) to specify the user time zone ID. If 0 is specified, the configured (WFM Config Utility) user timezone is usedsourceSchScenarioID
- Schedule scenario identifier for schedule data (0 - master (default)): all calculations are also made based on data in the scenariosourceFrcScenarioID
- Forecast scenario identifier for forecast data (0 - master (default)), all calculations are also made based on data in the scenariorequestedItems
- Array of item typesbranch
- Data access option allows for choice of Site->Activity branch or Multi-Site Activity->Activity branch when MSAs are usedjava.rmi.RemoteException
WFMConfigService761Soap.setLocalTimezone(com.genesyslab.wfm7.API.service.config761.CfgTimezone)
,
EPerfTargets
,
EPerfInfoItems
,
EPerfTimeZoneOptions
,
EFrcActivitySelectionBranch
SPerfItemDataAndTotal[] getPerformanceInformation(int target, int targetID, double start, double end, double current, int[] granularity, int timeZoneOption, int timeZoneID, int sourceSchScenarioID, int sourceFrcScenarioID, int[] requestedItems, int branch, int option) 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 values, in minutes (default value - 15 min): 0 - returns one value for the entire period (total) for the 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 and end (and current): date/times are interpreted according to the time zone option. When the local time zone option is used, the user must specify the client time zone using the Config service SetLocalTimeZone method.timeZoneID
- Used together with the User Time zone Option (value=1) to specify the user time zone ID. If 0 is specified, the configured (WFM Config Utility) user timezone is usedsourceSchScenarioID
- Schedule scenario identifier for schedule data (0 - master (default)): all calculations are also made based on data in the scenariosourceFrcScenarioID
- Forecast scenario identifier for forecast data (0 - master (default)), all calculations are also made based on data in the scenariorequestedItems
- Array of item typesbranch
- Data access option allows for choice of Site->Activity branch or Multi-Site Activity->Activity branch when MSAs are usedoption
- 0 - no special functionality, 1 - special handling for Actual and Forecast Volume totals (aggregated till current time only)java.rmi.RemoteException
WFMConfigService761Soap.setLocalTimezone(com.genesyslab.wfm7.API.service.config761.CfgTimezone)
,
EPerfTargets
,
EPerfInfoItems
,
EPerfTimeZoneOptions
,
EFrcActivitySelectionBranch
,
EPerfFunctionalityOptions
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
EPerfTargets
,
EPerfAlertItems
void setAlertsSettings(int target, int targetId, SPerfAlertSettings[] settings) throws java.rmi.RemoteException
target
- Target leveltargetId
- Target identifiersettings
- Contains alert settings for the supported types at the target leveljava.rmi.RemoteException
EPerfTargets
,
EPerfAlertItems
java.lang.String setPerformanceDataAsync(SPerformanceItemData[] data, boolean overwrite) throws java.rmi.RemoteException
data
- Performance data array may contain multiple Activities Actual Interaction Volume and Average Handle Time information for the specific time periods.overwrite
- Specified whether existing the performace data should be overwritten (overwrite=true). When this option is in force, the data for the supplied period and the specified type will be deleted from the DB and replaced with the provided data, e.g. when setting AHT data, only AHT data for the period which is covered by the provided data will be overwritten.java.rmi.RemoteException
Copyright © 2005-2016 Genesys Telecommunications Labs, Inc. All Rights Reserved.