public interface WFMPerformanceService700Soap
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) |
SPerfItemDataAndTotal[] |
getPerformanceData(int target,
int targetID,
double start,
double end,
double current,
int granularity,
int timeZoneOption,
int timeZoneValue,
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 timeZoneValue,
int sourceSchScenarioID,
int sourceFrcScenarioID,
int[] requestedItems,
int branch) |
SPerfItemDataAndTotal[] |
getPerformanceDataFromSnapshot(java.lang.String schSnapshotID,
SchAgentDay[] agentDayArray,
int target,
int targetID,
double start,
double end,
int granularity,
int[] requestedItems,
int branch) |
SPerfItemDataAndTotal[] |
getPerformanceRequestData(java.lang.String asyncRequestID) |
void |
setAlertsSettings(int target,
int targetId,
SPerfAlertSettings[] settings) |
SPerfFactors |
whatIfScenarioFactors(int IV,
double AHT,
int serviceTime,
int abandonTime,
double IOT,
int staffing) |
int |
whatIfScenarioStaffing(int IV,
double AHT,
int serviceTime,
int abandonTime,
double IOT,
double maxOccupancyPCT,
SPerfFactors factors) |
java.lang.String getPerformanceDataAsync(int target, int targetID, double start, double end, double current, int[] granularity, int timeZoneOption, int timeZoneValue, int sourceSchScenarioID, int sourceFrcScenarioID, int[] requestedItems, int branch) throws java.rmi.RemoteException
java.rmi.RemoteException
SPerfItemDataAndTotal[] getPerformanceRequestData(java.lang.String asyncRequestID) throws java.rmi.RemoteException
java.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
java.rmi.RemoteException
SPerfItemDataAndTotal[] getPerformanceData(int target, int targetID, double start, double end, double current, int granularity, int timeZoneOption, int timeZoneValue, 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 optiontimeZoneValue
- Start, end and current date/time bias from GMT in minutes used together with Local User Time zone Option (value=2)sourceSchScenarioID
- 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
SPerfFactors whatIfScenarioFactors(int IV, double AHT, int serviceTime, int abandonTime, double IOT, int staffing) throws java.rmi.RemoteException
java.rmi.RemoteException
int whatIfScenarioStaffing(int IV, double AHT, int serviceTime, int abandonTime, double IOT, double maxOccupancyPCT, SPerfFactors factors) throws java.rmi.RemoteException
java.rmi.RemoteException
SPerfAlertSettings[] getAlertsSettings(int target, int targetId) throws java.rmi.RemoteException
java.rmi.RemoteException
void setAlertsSettings(int target, int targetId, SPerfAlertSettings[] settings) throws java.rmi.RemoteException
java.rmi.RemoteException
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