Package com.novomind.ecom.api.iagent.routing

Interface ServiceLevelRatioCalculatorInput

public interface ServiceLevelRatioCalculatorInput
A ServiceLevelRatioCalculatorInput is an object providing all required information for the Function returned by a ServiceLevelRatioCalculator to override the default algorithm that calculates the individual service level ratio for an Issue.
Since:
12.14

  • Method Details

    • getCalculationTimestamp

      long getCalculationTimestamp()
      The method returns the calculation timestamp which is the current time when the loop for the calculation for all issues starts. A ServiceLevelRatioCalculator always should use the calculation timestamp to calculate the service level ratio instead of System.currentTimeMillis(). During a calculation loop over all issues in the backlog it is necessary to calculate all individual issues with the same calculation timestamp in order to avoid general contract violation of sort algorithms.
      Returns:
      the calculation timestamp for the calculation which equals the time at the start of the current service level calculation loop
      Since:
      12.14

    • getElapsedServiceLevelTime

      long getElapsedServiceLevelTime()
      The method returns the total elapsed time of the Issue in milliseconds since it has been created. This time is used by the default algorithm to calculate the service level ratio for an Issue.
      Returns:
      the total elapsed time of the Issue since creation in milliseconds.
      Since:
      12.14

    • getInactiveServiceLevelTime

      long getInactiveServiceLevelTime()
      The method returns the sum of inactive time of the Issue in milliseconds, e.g. the time passed during inactive business hours.
      Returns:
      the total inactive time of the Issue in milliseconds.
      Since:
      12.14

    • getTargetServiceLevelTime

      long getTargetServiceLevelTime()
      The method returns the target service level time defined by the Category configuration of the Issue. If the Category does not define a target service level time then the target service level time defined by the Tenant of the Issue will be returned. If the Tenant does not define a target service level time then the target service level time defined by the global system configuration will be returned.
      Returns:
      the individually configured target service level time for the Issue depending on the Category or Tenant of the Issue in milliseconds
      Since:
      12.14

    • getDefaultServiceLevelRatio

      double getDefaultServiceLevelRatio()
      The method returns the calculated default service level ratio for the Issue.
      Returns:
      the service level ratio of the default implementation
      Since:
      12.14

    • isSubstractInactiveTimeRequired

      boolean isSubstractInactiveTimeRequired()
      The method returns true if the calculation must subtract any inactive time periods like inactive business hours. If a ServiceLevelRatioCalculator plugin provides a specific function to calculate the service level ratio of an Issue it has to calculate the ratio either with or without considering the inactive time periods of the Issue depending on the return value of this method. To get the absolute waiting time please refer to the method getElapsedServiceLevelTime(). To get the inactive time periods please refer to the method getInactiveServiceLevelTime().
      Returns:
      indicates whether the calculation has to subtract any inactive time periods during calculation
      Since:
      12.14