<?xml version="1.0" encoding="UTF-8"?>
<ccmsk:MSKCCParams defaultUnit="HOUR" periodDuration="PT1H"
                   numPeriods="5"     startingTime="PT9H"
     xmlns:ccmsk="http://www.iro.umontreal.ca/lecuyer/contactcenters/msk">
   <inboundType name="First Inbound Type">
      <probAbandon>0.08 0.01 0.1 0.09 0.07</probAbandon>
      <patienceTime distributionClass="ExponentialDist" unit="HOUR">
         <defaultGen>12.0</defaultGen>
      </patienceTime>
      <serviceTime distributionClass="ExponentialDist" group="0" unit="HOUR">
         <defaultGen>60.0</defaultGen>
      </serviceTime>
      <serviceTime distributionClass="ExponentialDist" group="2" unit="HOUR">
         <defaultGen>35.0</defaultGen>
      </serviceTime>
      <arrivalProcess type="PIECEWISECONSTANTPOISSON" normalize="true">
         <sourceToggleTime startingTime="PT9H" endingTime="PT14H"/>
         <arrivals>60.0 50.0 40.0 45.0 49.0</arrivals>
      </arrivalProcess>
   </inboundType>
   <inboundType name="Second Inbound Type">
      <probAbandon>0.06 0.12 0.23 0.18 0.15</probAbandon>
      <patienceTime distributionClass="ExponentialDist" unit="HOUR">
         <defaultGen>6.0</defaultGen>
      </patienceTime>
      <serviceTime distributionClass="ExponentialDist" group="0" unit="HOUR">
         <defaultGen>50.0</defaultGen>
      </serviceTime>
      <serviceTime distributionClass="ExponentialDist" group="3" unit="HOUR">
         <defaultGen>29.0</defaultGen>
      </serviceTime>
      <arrivalProcess type="POISSONGAMMA" normalize="true">
         <sourceToggleTime startingTime="PT9H" endingTime="PT10H12M"/>
         <sourceToggleTime startingTime="PT10H48M" endingTime="PT14H"/>
         <poissonGammaShape>25.2 25.2 25.2 25.2 25.2</poissonGammaShape>
         <poissonGammaRate>25.84 25.84 25.84 25.84 25.84 </poissonGammaRate>
      </arrivalProcess>
   </inboundType>
   <outboundType name="First Outbound Type">
      <probAbandon>0.95 0.95 0.95 0.95 0.95</probAbandon>
      <patienceTime distributionClass="ExponentialDist" unit="SECOND">
         <defaultGen>0.33333</defaultGen>
      </patienceTime>
      <serviceTime distributionClass="ExponentialDist" group="1" unit="HOUR">
         <defaultGen>8.178</defaultGen>
      </serviceTime>
      <serviceTime distributionClass="ExponentialDist" group="2" unit="HOUR">
         <defaultGen>4.5</defaultGen>
      </serviceTime>
      <probReach>0.27 0.27 0.28 0.29 0.29</probReach>
      <dialer dialerPolicy="DIALXFREE" dropMismatches="false" kappa="2.0" c="0">
         <sourceToggleTime startingTime="PT12H36S" endingTime="PT14H"/>
         <minFreeAgentsTest>4 4 4 4 4</minFreeAgentsTest>
      </dialer>
   </outboundType>
   <outboundType name="Second Outbound Type">
      <probAbandon>0.98 0.98 0.98 0.98 0.98</probAbandon>
      <patienceTime distributionClass="ExponentialDist" unit="SECOND">
         <defaultGen>0.2</defaultGen>
      </patienceTime>
      <serviceTime distributionClass="ExponentialDist" group="1" unit="HOUR">
         <defaultGen>9.2</defaultGen>
      </serviceTime>
      <serviceTime distributionClass="ExponentialDist" group="3" unit="HOUR">
         <defaultGen>8.2</defaultGen>
      </serviceTime>
      <probReach>0.3 0.33 0.37 0.4 0.38</probReach>
      <dialer dialerPolicy="DIALXFREE" dropMismatches="false" kappa="2.5" c="1">
         <sourceToggleTime startingTime="PT11H30M" endingTime="PT13H30M"/>
         <minFreeAgentsTest>3 3 3 3 3</minFreeAgentsTest>
      </dialer>
   </outboundType>

   <agentGroup name="Inbound-only agents" detailed="true">
      <staffing>1 5 6 9 3</staffing>
   </agentGroup>
   <agentGroup name="Outbound-only agents" detailed="true">
      <staffing>2 7 6 3 9</staffing>
   </agentGroup>
   <agentGroup name="Blend agents 1" detailed="true">
      <staffing>3 5 5 4 4</staffing>
   </agentGroup>
   <agentGroup name="Blend agents 2" detailed="true">
      <staffing>2 4 6 4 5</staffing>
   </agentGroup>

   <router routerPolicy="AGENTSPREF">
      <ranksGT>
         <row>  1   1 INF INF</row>
         <row>INF INF   1   1</row>
         <row>  3 INF   2 INF</row>
         <row>INF   3 INF   2</row>
      </ranksGT>
      <routingTableSources ranksTG="ranksGT"/>
   </router>

   <serviceLevel>
      <awt>
         <row>PT25S</row>
         <row>PT30S</row>
         <row>PT20S</row>
      </awt>
      <target>
         <row>0.8</row>
      </target>
   </serviceLevel>
   <callTypeSegment name="Inbound calls"><values>0  1</values></callTypeSegment>
   <callTypeSegment name="Outbound calls"><values>2  3</values></callTypeSegment>
   <agentGroupSegment name="Blend agents">
      <values>2 3</values>
   </agentGroupSegment>
   <periodSegment name="Morning">
      <values>0 1 2</values>
   </periodSegment>
</ccmsk:MSKCCParams>
