complexType "ccmsk:DialerParams"

Namespace: | http://www.iro.umontreal.ca/lecuyer/contactcenters/msk
Content: | complex, 17 attributes, 7 elements
Defined: | globally in ccmsk.xsd, see XML source
Includes: | definitions of 14 attributes and 4 elements
Used: | at 1 location

XML Representation Summary
<...
| c | = | xsd:int : "0"
| checkAgentsForCall | = | xsd:boolean : "false"
| checkedPeriodDuration | = | xsd:duration
| dialerPolicy | = | xsd:string
| dropMismatches | = | xsd:boolean : "false"
| kappa | = | xsd:double : "1"
| maxBadCallRate | = | xsd:double
| mismatchRateThresh | = | xsd:double
| name | = | xsd:string
| numCheckedPeriods | = | xsd:int
| preventMismatches | = | xsd:boolean : "false"
| serviceLevelIndex | = | xsd:int : "0"
| slInboundThresh | = | xsd:double : "0.7"
| slOutboundThresh | = | xsd:double
| sourceEnabled | = | xsd:boolean : "true"
| useNumActionEvents | = | xsd:boolean : "true"
| useRoutingMatrix | = | xsd:boolean : "true"
| >
Content: | properties?, sourceToggleTime*, call*, minFreeAgentsTest?, minFreeAgentsTarget?, dialerLimit*, agentGroupInfo*
</...>

Content Elements (7):

  agentGroupInfo (type ccmsk:DialerAgentGroupParams), call (type ccmsk:ProducedCallTypeParams), dialerLimit (type ccmsk:DialerLimitParams), minFreeAgentsTarget (type ssj:nonNegativeIntList), | minFreeAgentsTest (type ssj:nonNegativeIntList), properties (type ssj:PropertiesParams), sourceToggleTime (type ccmsk:TimeIntervalParams)

All Direct / Indirect Based Elements (1):

  dialer (type ccmsk:DialerParams) |

Known Usage Locations

- As direct type of elements (1):

  dialer (type ccmsk:DialerParams) |

Annotation
Parameters for the dialer, for blend/multi-skill call center. This includes the type of the dialer as well as additional parameters specific to the chosen type.
Type Definition Detail

Type Derivation Tree ssj:Named ccmsk:CallSourceParams (extension) ccmsk:DialerParams (extension)

XML Source (w/o annotations (19); see schema source)

<xsd:complexType name="DialerParams"> <xsd:complexContent> <xsd:extension base="ccmsk:CallSourceParams"> <xsd:sequence> <xsd:element maxOccurs="1" minOccurs="0" name="minFreeAgentsTest" type="ssj:nonNegativeIntList"> </xsd:element> <xsd:element maxOccurs="1" minOccurs="0" name="minFreeAgentsTarget" type="ssj:nonNegativeIntList"> </xsd:element> <xsd:element maxOccurs="unbounded" minOccurs="0" name="dialerLimit" type="ccmsk:DialerLimitParams"> </xsd:element> <xsd:element maxOccurs="unbounded" minOccurs="0" name="agentGroupInfo" type="ccmsk:DialerAgentGroupParams"> </xsd:element> </xsd:sequence> <xsd:attribute name="dialerPolicy" type="xsd:string" use="required"> </xsd:attribute> <xsd:attribute default="false" name="dropMismatches" type="xsd:boolean"> </xsd:attribute> <xsd:attribute default="false" name="preventMismatches" type="xsd:boolean"> </xsd:attribute> <xsd:attribute default="1" name="kappa" type="xsd:double"> </xsd:attribute> <xsd:attribute default="0" name="c" type="xsd:int"> </xsd:attribute> <xsd:attribute name="maxBadCallRate" type="ssj:double01i"> </xsd:attribute> <xsd:attribute name="mismatchRateThresh" type="ssj:double01i"> </xsd:attribute> <xsd:attribute name="numCheckedPeriods" type="ssj:positiveInt"> </xsd:attribute> <xsd:attribute name="checkedPeriodDuration" type="ssj:nonNegativeDuration"> </xsd:attribute> <xsd:attribute default="0" name="serviceLevelIndex" type="ssj:nonNegativeInt"> </xsd:attribute> <xsd:attribute default="0.7" name="slInboundThresh" type="ssj:double01i"> </xsd:attribute> <xsd:attribute name="slOutboundThresh" type="ssj:double01i"> </xsd:attribute> <xsd:attribute default="true" name="useNumActionEvents" type="xsd:boolean"> </xsd:attribute> <xsd:attribute default="true" name="useRoutingMatrix" type="xsd:boolean"> </xsd:attribute> </xsd:extension> </xsd:complexContent> </xsd:complexType>

Attribute Detail (defined in this component only)
c

  Determines the additive constant used by some dialing policies to compute the number of calls to try.

  Type: | xsd:int
  Use: | optional
  Default: | "0"
  Defined: | locally, within (this) ccmsk:DialerParams complexType

  XML Source (w/o annotations (1); see schema source)

  <xsd:attribute default="0" name="c" type="xsd:int"> </xsd:attribute>

checkedPeriodDuration

  Determines the duration of the testing periods used by some dialing policies taking cumulative statistics into account.

  Type: | ssj:nonNegativeDuration
  Use: | optional
  Defined: | locally, within (this) ccmsk:DialerParams complexType

  XML Source (w/o annotations (1); see schema source)

  <xsd:attribute name="checkedPeriodDuration" type="ssj:nonNegativeDuration"> </xsd:attribute>

dialerPolicy

  Determines the dialer's policy type being used. Any enum constant in the Java class `DialerPolicyType` from package `umontreal.iro.lecuyer.contactcenters.app` is accepted as a value for this attribute. Moreover, custom simulation programs or Java archives may define additional dialer's policies; see the `DialerPolicyFactory` class from package `umontreal.iro.lecuyer.contactcenters.msk.spi` for more information about this.

  Type: | xsd:string
  Use: | required
  Defined: | locally, within (this) ccmsk:DialerParams complexType

  XML Source (w/o annotations (1); see schema source)

  <xsd:attribute name="dialerPolicy" type="xsd:string" use="required"> </xsd:attribute>

dropMismatches

  Determines if mismatches are dropped or queued. If this attribute is set to `true,` any call produced by this dialer has a probability of balking set to 1. This results in any call not served immediately, which are denoted mismatches, being lost.

  Type: | xsd:boolean
  Use: | optional
  Default: | "false"
  Defined: | locally, within (this) ccmsk:DialerParams complexType

  XML Source (w/o annotations (1); see schema source)

  <xsd:attribute default="false" name="dropMismatches" type="xsd:boolean"> </xsd:attribute>

kappa

  Determines the multiplicative constant used by some dialing policies to compute the number of calls to try.

  Type: | xsd:double
  Use: | optional
  Default: | "1"
  Defined: | locally, within (this) ccmsk:DialerParams complexType

  XML Source (w/o annotations (1); see schema source)

  <xsd:attribute default="1" name="kappa" type="xsd:double"> </xsd:attribute>

maxBadCallRate

  Determines the maximum admitted fraction of calls waiting more than the acceptable waiting time. This parameter is used by some dialing policies only.

  Type: | ssj:double01i
  Use: | optional
  Defined: | locally, within (this) ccmsk:DialerParams complexType

  XML Source (w/o annotations (1); see schema source)

  <xsd:attribute name="maxBadCallRate" type="ssj:double01i"> </xsd:attribute>

mismatchRateThresh

  Determines the threshold on the mismatch rate used by some dialing policies.

  Type: | ssj:double01i
  Use: | optional
  Defined: | locally, within (this) ccmsk:DialerParams complexType

  XML Source (w/o annotations (1); see schema source)

  <xsd:attribute name="mismatchRateThresh" type="ssj:double01i"> </xsd:attribute>

numCheckedPeriods

  Determines the number of testing periods used by dialing policies taking cumulative statistics (service level, mismatch rate, etc.) into account for taking their decisions.

  Type: | ssj:positiveInt
  Use: | optional
  Defined: | locally, within (this) ccmsk:DialerParams complexType

  XML Source (w/o annotations (1); see schema source)

  <xsd:attribute name="numCheckedPeriods" type="ssj:positiveInt"> </xsd:attribute>

preventMismatches

  Determines if the dialer should prevent mismatches. When this attribute is set to `true,` the dialer stops in-progress dialing if the number of free agents in the test set or target sets falls below the minimum given by `minFreeAgentsTest` and `minFreeAgentsTarget.`

  Type: | xsd:boolean
  Use: | optional
  Default: | "false"
  Defined: | locally, within (this) ccmsk:DialerParams complexType

  XML Source (w/o annotations (1); see schema source)

  <xsd:attribute default="false" name="preventMismatches" type="xsd:boolean"> </xsd:attribute>

serviceLevelIndex

  Determines the 0-based index of the service-level information matrix used if the dialing policy in use takes service level (or acceptable waiting time) into account for its decisions.

  Type: | ssj:nonNegativeInt
  Use: | optional
  Default: | "0"
  Defined: | locally, within (this) ccmsk:DialerParams complexType

  XML Source (w/o annotations (1); see schema source)

  <xsd:attribute default="0" name="serviceLevelIndex" type="ssj:nonNegativeInt"> </xsd:attribute>

slInboundThresh

  Determines the outbound-to-inbound threshold for the service level. When the service level goes below this threshold, the dialer starts moving agents from outbound groups to inbound groups. This parameter is used by the `AGENTSMOVE` dialer's policy only.

  Type: | ssj:double01i
  Use: | optional
  Default: | "0.7"
  Defined: | locally, within (this) ccmsk:DialerParams complexType

  XML Source (w/o annotations (1); see schema source)

  <xsd:attribute default="0.7" name="slInboundThresh" type="ssj:double01i"> </xsd:attribute>

slOutboundThresh

  Determines the inbound-to-outbound threshold for the service level. When the service level goes above this threshold, the dialer starts moving agents from inbound groups to outbound groups. This parameter is used by the `AGENTSMOVE` dialer's policy only.

  Type: | ssj:double01i
  Use: | optional
  Defined: | locally, within (this) ccmsk:DialerParams complexType

  XML Source (w/o annotations (1); see schema source)

  <xsd:attribute name="slOutboundThresh" type="ssj:double01i"> </xsd:attribute>

useNumActionEvents

  Determines if the dialer subtracts the number of calls for which dialing is in progress from the number of calls to dial. When dial delays are large enough for the dialer to start often while phone numbers are being composed, the agents of the call center might receive too many calls to serve, which results in a large number of mismatches. If this attribute is set to `true` (the default), the dialer will take into account the number of calls for which dialing is in progress while determining the number of additional calls to dial.

  Type: | xsd:boolean
  Use: | optional
  Default: | "true"
  Defined: | locally, within (this) ccmsk:DialerParams complexType

  XML Source (w/o annotations (1); see schema source)

  <xsd:attribute default="true" name="useNumActionEvents" type="xsd:boolean"> </xsd:attribute>

useRoutingMatrix

  Determines whether the dialer can use the routing matrix to take its decisions. Usually, a dialer's policy composes a global number of calls, and lets the call source associated with the dialer distribute them using a fixed user-defined distribution. The `probability` attribute of `call` elements can be used to control these probabilities. However, this scheme might lead to a lot of mismatches as agents might not be able to serve every possible call. This attribute can therefore be used to indicate that these complex policies may use the router's matrix to determine which call types can be assigned to which agent groups. When this attribute is set and the used policy takes it into account, the types of generated calls become proportional to the number of free agents in each managed group. For now, only the `AGENTSMOVE` dialer policy uses this attribute.

  Type: | xsd:boolean
  Use: | optional
  Default: | "true"
  Defined: | locally, within (this) ccmsk:DialerParams complexType

  XML Source (w/o annotations (1); see schema source)

  <xsd:attribute default="true" name="useRoutingMatrix" type="xsd:boolean"> </xsd:attribute>

Content Element Detail (defined in this component only)
agentGroupInfo

  Describes the agent groups attached to the dialer, and how the dialer's policy moves agents from inbound groups to outbound groups. Each occurrence of this element defiens one virtual agent group used by the dialer. This element has an effect only if the dialer's policy is set to `AGENTSMOVE.`

  Type: | ccmsk:DialerAgentGroupParams, complex content
  Defined: | locally, within (this) ccmsk:DialerParams complexType

  XML Source (w/o annotations (1); see schema source)

  <xsd:element maxOccurs="unbounded" minOccurs="0" name="agentGroupInfo" type="ccmsk:DialerAgentGroupParams"> </xsd:element>

dialerLimit

  Determines limits on the number of calls that can be dialed during a given time interval. Each occurrence of this element assigns a limit to a time interval. The limit may concern a subset of call types, or all call types. For example, using limits, one can impose a maximum of 50 outbound calls of a type 1 during the morning, no more than 75 outbound calls of type 2 during the afternoon, 25 outbound calls of any type between noon and 1pm, etc. We say that a limit applies at time `t` if `t` is in the limit's interval. A limit applies for call type `k` at time `t` if `t` is in the limit's interval, and `k` is in the limit's call types. If no limit applies at time `t` for a given call type `k,` the dialer can produce an unbounded number of calls of that type at time `t`.

  More specifically, when an outbound call is produced, the dialer assigns a weight to each outbound call type by using the probability of each call type set by `call` elements. Call types that cannot be produced by the dialer get weight 0. If the dialer produces calls of a single type, a weight of 1 is given to this call type, and a weight of 0 is assigned to the other types. The dialer then checks the limits that apply. For each limit that are attained, i.e., for which the number of dialed calls correspond to the limit, the weights of the concerned call types are reset to 0. The call type is then generated randomly by fixing probabilities proportional to the remaining weights, and the number of dialed calls is updated for each limit. Note that the given limits affect only this dialer.

  Type: | ccmsk:DialerLimitParams, complex content
  Defined: | locally, within (this) ccmsk:DialerParams complexType

  XML Source (w/o annotations (1); see schema source)

  <xsd:element maxOccurs="unbounded" minOccurs="0" name="dialerLimit" type="ccmsk:DialerLimitParams"> </xsd:element>

minFreeAgentsTarget

  Determines, for each main period, the total minimal number of free agents needed in the target set for performing outbound calls. If this array contains a single element, the element is repeated for all main periods. This array of integers defaults to an array of 1's.

  Type: | ssj:nonNegativeIntList, simple content
  Defined: | locally, within (this) ccmsk:DialerParams complexType

  XML Source (w/o annotations (1); see schema source)

  <xsd:element maxOccurs="1" minOccurs="0" name="minFreeAgentsTarget" type="ssj:nonNegativeIntList"> </xsd:element>

minFreeAgentsTest

  Determines, for each main period, the total minimal number of free agents needed in the test set for the dialer to perform outbound calls. If this array contains a single element, the element is repeated for all main periods. This array of integers defaults to an array of 0's.

  Type: | ssj:nonNegativeIntList, simple content
  Defined: | locally, within (this) ccmsk:DialerParams complexType

  XML Source (w/o annotations (1); see schema source)

  <xsd:element maxOccurs="1" minOccurs="0" name="minFreeAgentsTest" type="ssj:nonNegativeIntList"> </xsd:element>

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