symian 0.1.0
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- checksums.yaml +7 -0
- data/Gemfile +4 -0
- data/LICENSE +21 -0
- data/README.md +63 -0
- data/Rakefile +9 -0
- data/bin/symian +24 -0
- data/lib/symian.rb +5 -0
- data/lib/symian/configuration.rb +97 -0
- data/lib/symian/cost_analyzer.rb +37 -0
- data/lib/symian/event.rb +53 -0
- data/lib/symian/generator.rb +89 -0
- data/lib/symian/incident.rb +135 -0
- data/lib/symian/operator.rb +97 -0
- data/lib/symian/performance_analyzer.rb +60 -0
- data/lib/symian/simulation.rb +171 -0
- data/lib/symian/sorted_array.rb +57 -0
- data/lib/symian/support/dsl_helper.rb +18 -0
- data/lib/symian/support/yaml_io.rb +9 -0
- data/lib/symian/support_group.rb +182 -0
- data/lib/symian/trace_collector.rb +107 -0
- data/lib/symian/transition_matrix.rb +168 -0
- data/lib/symian/version.rb +3 -0
- data/lib/symian/work_shift.rb +158 -0
- data/symian.gemspec +29 -0
- data/test/symian/configuration_test.rb +66 -0
- data/test/symian/cost_analyzer_test.rb +52 -0
- data/test/symian/generator_test.rb +27 -0
- data/test/symian/incident_test.rb +104 -0
- data/test/symian/operator_test.rb +60 -0
- data/test/symian/reference_configuration.rb +107 -0
- data/test/symian/support_group_test.rb +111 -0
- data/test/symian/trace_collector_test.rb +203 -0
- data/test/symian/transition_matrix_test.rb +88 -0
- data/test/symian/work_shift_test.rb +68 -0
- data/test/test_helper.rb +5 -0
- metadata +188 -0
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require 'symian/work_shift'
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module Symian
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class Activity < Struct.new(:iid, :start_time, :end_time)
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end
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class Operator
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extend Forwardable
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REQUIRED_ATTRIBUTES = [
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:oid,
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:support_group_id,
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]
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OTHER_ATTRIBUTES = [
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:workshift,
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:specialization,
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:work_record,
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:support_group_id,
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]
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attr_reader *(REQUIRED_ATTRIBUTES + OTHER_ATTRIBUTES)
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def_delegators :@workshift, :active_at?, :secs_to_begin_of_shift, :secs_to_end_of_shift
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def_delegator :@workshift, :duration, :workshift_duration
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def initialize(oid, support_group_id, opts={})
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@oid = oid
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@support_group_id = support_group_id
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# set correspondent instance variables for optional arguments
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opts.each do |k, v|
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# ignore invalid attributes
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instance_variable_set("@#{k}", v) if OTHER_ATTRIBUTES.include?(k)
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end
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# support :workshift => :all_day_long shortcut
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if @workshift == :all_day_long
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@workshift = WorkShift::WORKSHIFT_24x7
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end
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# default workshift is 24x7
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@workshift ||= WorkShift::WORKSHIFT_24x7
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@specialization ||= {}
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@work_record ||= []
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end
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def assign(incident, incident_info, time)
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# initialize incident start work time if needed
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incident.start_work_time ||= time
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# calculate time to end of shift
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tteos = @workshift.secs_to_end_of_shift(time)
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raise "tteos: #{tteos}" if tteos < 0.0
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# specialization
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specialization = @specialization[incident.category] || 1.0
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# calculate time to incident escalation
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ttie = incident_info[:needed_work_time] / specialization.to_f
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raise "ttie: #{ttie}" if ttie < 0.0
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# handle incident
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if tteos < ttie # end of shift first
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work_time = tteos
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reason = :operator_off_duty
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else # escalation first
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work_time = ttie
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reason = :incident_escalation
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end
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# update needed (effective) incident work time
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incident_info[:needed_work_time] -= work_time * specialization
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# update incident tracking
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incident.add_tracking_information(:type => :work,
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:at => time,
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:duration => work_time,
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:sg => @support_group_id,
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:operator => @oid)
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# update operator work record
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@work_record << Activity.new(incident.iid, time, time + work_time)
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# return [ reason, time_when_operator_stops_working ]
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[ reason, time + work_time ]
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end
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end
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end
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require 'symian/event'
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require 'symian/generator'
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require 'symian/incident'
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require 'symian/operator'
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require 'symian/support_group'
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module Symian
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class PerformanceAnalyzer
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def initialize(config)
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@warmup_threshold = config.start_time + config.warmup_duration
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end
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def calculate_kpis(trace)
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raise ArgumentError, 'Argument must be a TraceCollector' unless TraceCollector === trace
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kpis = {}
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# these metrics are considered as kpis
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kpis[:all_incidents] = trace.incidents
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kpis[:incidents_considered] = 0
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kpis[:closed_incidents] = 0
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kpis[:mean_ttr] = 0
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kpis[:max_ttr] = 0
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kpis[:mean_waiting_time] = 0
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max_ttr = 0
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ttr_sum = 0
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wt_sum = 0
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trace.with_incidents do |i|
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next if @warmup_threshold and i.arrival_time < @warmup_threshold
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kpis[:incidents_considered] += 1
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if i.closed?
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kpis[:closed_incidents] += 1
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ttr = i.total_work_time
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ttr_sum += ttr
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wt_sum += i.total_queue_time
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max_ttr = ttr if ttr > max_ttr
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end
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end
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kpis[:max_ttr] = max_ttr
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if kpis[:closed_incidents] == 0
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kpis[:mean_ttr] = Float::MAX
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kpis[:mean_waiting_time] = Float::MAX
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else
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kpis[:mean_ttr] = ttr_sum / kpis[:closed_incidents]
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kpis[:mean_waiting_time] = wt_sum / kpis[:closed_incidents]
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end
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# return kpis
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kpis
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end
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end
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end
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require 'symian/event'
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require 'symian/generator'
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require 'symian/operator'
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require 'symian/performance_analyzer'
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require 'symian/sorted_array'
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require 'symian/support_group'
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require 'symian/transition_matrix'
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require 'symian/trace_collector'
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module Symian
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class Simulation
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ATTRIBUTES = [ :start_time ]
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attr_reader *ATTRIBUTES
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def initialize(configuration, performance_analyzer, trace=TraceCollector.new(:memory))
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@configuration = configuration
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# setup performance analyzer and simulation trace
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@performance_analyzer = performance_analyzer
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@trace = trace
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# setup simulation start and current time
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@current_time = @start_time = @configuration.start_time
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# create support groups
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@support_groups = {}
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@configuration.support_groups.each do |name,conf|
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@support_groups[name] = SupportGroup.new(name, self, conf[:work_time], conf[:operators])
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end
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# create transition matrix
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@transition_matrix = TransitionMatrix.new(@configuration.transition_matrix)
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# create event queue
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@event_queue = SortedArray.new
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end
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def new_event(type, data, time, destination)
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@event_queue << Event.new(type, data, time, destination)
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end
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def now
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@current_time
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end
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def run
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# initialize support groups
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@support_groups.values.each do |sg|
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sg.initialize_at(@configuration.start_time)
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end
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# generate first incident
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ig = IncidentGenerator.new(self, @configuration.incident_generation)
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ig.generate
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# schedule end of simulation
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unless @configuration.end_time.nil?
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# puts "Simulation ends at: #{@configuration.end_time}"
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new_event(Event::ET_END_OF_SIMULATION, nil, @configuration.end_time, nil)
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end
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# calculate warmup threshold
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warmup_threshold = @configuration.start_time + @configuration.warmup_duration
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@incidents_being_worked_on ||= []
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# launch simulation
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until @event_queue.empty?
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e = @event_queue.shift
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# sanity check on simulation time flow
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if @current_time > e.time
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raise 'Error: simulation time inconsistency for event ' +
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"e.type=#{e.type} @current_time=#{@current_time}, e.time=#{e.time}"
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end
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@current_time = e.time
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#Trace.new_event e
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case e.type
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when Event::ET_INCIDENT_ARRIVAL
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sg_name = @transition_matrix.escalation('In')
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sg = @support_groups[sg_name]
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sg.new_incident(e.data, e.time)
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@incidents_being_worked_on << e.data
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# generate next incident
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ig.generate
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# TODO: pinpoint instant for calculation of time spent in enqueued state
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when Event::ET_INCIDENT_ASSIGNMENT
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# TODO: implement calculation of time spent in suspended state
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when Event::ET_OPERATOR_ACTIVITY_STARTS
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when Event::ET_OPERATOR_ACTIVITY_FINISHES
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sg = @support_groups[e.destination]
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sg.operator_finished_working(e.data[0], e.time)
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when Event::ET_INCIDENT_RESCHEDULING
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sg = @support_groups[e.destination]
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sg.schedule_incident_for_reassignment(e.data[0], e.data[1], e.time)
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# TODO: pinpoint instant for calculation of time spent in suspended state
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when Event::ET_INCIDENT_ESCALATION
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inc = e.data
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sg_name = @transition_matrix.escalation(e.destination)
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if sg_name == "Out"
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inc.closure_time = e.time
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# remove incident from list of incidents being worked on and add it to trace
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@incidents_being_worked_on.delete(inc)
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@trace.record_incidents(inc)
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else
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sg = @support_groups[sg_name]
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sg.new_incident(inc, e.time)
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end
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when Event::ET_OPERATOR_LEAVING
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sg = @support_groups[e.destination]
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sg.operator_going_home(e.data, e.time)
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when Event::ET_OPERATOR_RETURNING
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sg = @support_groups[e.destination]
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sg.operator_arrived_at_work(e.data, e.time)
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when Event::ET_SUPPORT_GROUP_QUEUE_SIZE_CHANGE
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when Event::ET_END_OF_SIMULATION
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break
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end
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end
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# save trace file
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@trace.save_and_close
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kpis = @performance_analyzer.calculate_kpis(@trace)
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kpis.merge(incidents_being_worked_on: @incidents_being_worked_on.size)
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end
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end
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end
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module Symian
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# the SortedArray class was taken from the ruby cookbook
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class SortedArray < Array
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def initialize(*args, &sort_by)
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@sort_by = sort_by || Proc.new { |x,y| x <=> y }
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super(*args)
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sort! &sort_by
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end
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def insert(i, v)
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if size == 0 or v < self[0]
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super(0, v)
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elsif v > self[-1]
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super(-1, v)
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else
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left = 0
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right = size - 1
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middle = (left + right)/2
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while left < right
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if v >= self[middle]
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left = middle + 1
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else
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right = middle
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end
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middle = (left + right)/2
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end
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super(middle, v)
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end
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end
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def <<(el)
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insert(0, el)
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end
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alias push <<
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alias unshift <<
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# some methods, like collect!, can modify the items in an array,
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# taking them out of sort order. we need to redefine those
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# methods.
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# we can't use define_method to define these methods because in
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# Ruby 1.8 you can't use define_method to create a method that
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# takes a block argument.
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[ "collect!", "flatten!", "[]=" ].each do |method_name|
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class_eval %{
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def #{method_name}(*args)
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super
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sort! &@sort_by
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end
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}
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end
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+
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+
def reverse!
|
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+
# do nothing: reversing the array would disorder it.
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+
end
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+
end
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end
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@@ -0,0 +1,18 @@
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1
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+
# taken from Jim Freeze's excellent article "Creating DSLs with Ruby"
|
2
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+
# http://www.artima.com/rubycs/articles/ruby_as_dsl.html
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3
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+
|
4
|
+
class Module
|
5
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+
def dsl_accessor(*symbols)
|
6
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+
symbols.each { |sym|
|
7
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+
class_eval %{
|
8
|
+
def #{sym}(*val)
|
9
|
+
if val.empty?
|
10
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+
@#{sym}
|
11
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+
else
|
12
|
+
@#{sym} = val.size == 1 ? val[0] : val
|
13
|
+
end
|
14
|
+
end
|
15
|
+
}
|
16
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+
}
|
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+
end
|
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+
end
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@@ -0,0 +1,182 @@
|
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1
|
+
require 'erv'
|
2
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+
|
3
|
+
require 'symian/event'
|
4
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+
require 'symian/operator'
|
5
|
+
require 'symian/work_shift'
|
6
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+
|
7
|
+
require 'symian/support/yaml_io'
|
8
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+
|
9
|
+
|
10
|
+
module Symian
|
11
|
+
|
12
|
+
class SupportGroup
|
13
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+
|
14
|
+
# setup readable/accessible attributes
|
15
|
+
ATTRIBUTES = [ :sgid, :operators ]
|
16
|
+
|
17
|
+
attr_reader *ATTRIBUTES
|
18
|
+
|
19
|
+
|
20
|
+
# setup attributes saved in traces
|
21
|
+
include YAMLSerializable
|
22
|
+
|
23
|
+
TRACED_ATTRIBUTES = ATTRIBUTES + [ :incident_queue_info ]
|
24
|
+
|
25
|
+
|
26
|
+
def initialize(support_group_id, simulation, work_time_characterization, operator_characterizations)
|
27
|
+
@sgid = support_group_id
|
28
|
+
@simulation = simulation
|
29
|
+
|
30
|
+
# initialize needed_work_time_rng
|
31
|
+
@needed_work_time_rv = ERV::RandomVariable.new(work_time_characterization)
|
32
|
+
|
33
|
+
# create operators
|
34
|
+
@operators = []
|
35
|
+
|
36
|
+
if operator_characterizations.kind_of?(Hash)
|
37
|
+
operator_characterizations = [ operator_characterizations ]
|
38
|
+
end
|
39
|
+
|
40
|
+
next_op_id = 1
|
41
|
+
operator_characterizations.each do |x|
|
42
|
+
x[:number].times do |y|
|
43
|
+
op = Operator.new("OP#{next_op_id}_#{@sgid}", @sgid, x.reject { |k, v| k == :number })
|
44
|
+
@operators << op
|
45
|
+
next_op_id = next_op_id + 1
|
46
|
+
end
|
47
|
+
end
|
48
|
+
|
49
|
+
# initialize incident queue and related tracking information
|
50
|
+
@incident_queue = []
|
51
|
+
@incident_queue_info = []
|
52
|
+
end
|
53
|
+
|
54
|
+
|
55
|
+
def initialize_at(time)
|
56
|
+
# find out which operators are off duty and schedule their comeback
|
57
|
+
@operators_off_work = @operators.select do |x|
|
58
|
+
!x.workshift.active_at?(time)
|
59
|
+
end
|
60
|
+
@operators_off_work.each do |op|
|
61
|
+
t = op.workshift.secs_to_begin_of_shift(time)
|
62
|
+
@simulation.new_event(Event::ET_OPERATOR_RETURNING, op.oid,
|
63
|
+
time + t, @sgid)
|
64
|
+
end
|
65
|
+
|
66
|
+
# find out which operators are on duty and schedule their leaving
|
67
|
+
@available_operators = @operators - @operators_off_work
|
68
|
+
@available_operators.each do |op|
|
69
|
+
t = op.workshift.secs_to_end_of_shift(time)
|
70
|
+
@simulation.new_event(Event::ET_OPERATOR_LEAVING, op.oid,
|
71
|
+
time + t, @sgid) unless t == WorkShift::Infinity
|
72
|
+
end
|
73
|
+
end
|
74
|
+
|
75
|
+
|
76
|
+
def new_incident(incident, time)
|
77
|
+
# increase number of visited SGs
|
78
|
+
incident.visited_support_groups += 1
|
79
|
+
|
80
|
+
incident_info = {
|
81
|
+
# set up incident needed work time
|
82
|
+
:needed_work_time => @needed_work_time_rv.next,
|
83
|
+
# # reset queue_time_at_last_sg attribute
|
84
|
+
# :queue_time => 0
|
85
|
+
}
|
86
|
+
|
87
|
+
# put incident at the end of the queue
|
88
|
+
@incident_queue << [ incident, incident_info, time ]
|
89
|
+
|
90
|
+
# update queue size tracking information
|
91
|
+
@incident_queue_info << { :size => @incident_queue.size, :time => time }
|
92
|
+
@simulation.new_event(Event::ET_SUPPORT_GROUP_QUEUE_SIZE_CHANGE, @incident_queue.size,
|
93
|
+
time, @sgid)
|
94
|
+
|
95
|
+
# try to allocate operator
|
96
|
+
try_to_allocate_operator(time)
|
97
|
+
end
|
98
|
+
|
99
|
+
|
100
|
+
def schedule_incident_for_reassignment(incident, incident_info, time)
|
101
|
+
@incident_queue.unshift [ incident, incident_info, time ]
|
102
|
+
# update queue size tracking information
|
103
|
+
@incident_queue_info << { :size => @incident_queue.size, :time => time }
|
104
|
+
try_to_allocate_operator(time)
|
105
|
+
end
|
106
|
+
|
107
|
+
|
108
|
+
def operator_going_home(operator_id, time)
|
109
|
+
op = @operators.find{|x| x.oid == operator_id }
|
110
|
+
@available_operators.delete_if{|x| x.oid == operator_id }
|
111
|
+
@operators_off_work << op
|
112
|
+
@simulation.new_event(Event::ET_OPERATOR_RETURNING, op.oid,
|
113
|
+
time + 86400 - op.workshift.duration, @sgid)
|
114
|
+
end
|
115
|
+
|
116
|
+
|
117
|
+
def operator_arrived_at_work(operator_id, time)
|
118
|
+
op = @operators.find{|x| x.oid == operator_id }
|
119
|
+
@operators_off_work.delete(op)
|
120
|
+
@available_operators << op
|
121
|
+
try_to_allocate_operator(time)
|
122
|
+
@simulation.new_event(Event::ET_OPERATOR_LEAVING, op.oid,
|
123
|
+
time + op.workshift.duration, @sgid)
|
124
|
+
end
|
125
|
+
|
126
|
+
|
127
|
+
def operator_finished_working(operator_id, time)
|
128
|
+
op = @operators.find{|x| x.oid == operator_id }
|
129
|
+
if op.workshift.secs_to_end_of_shift(time) > 0
|
130
|
+
@available_operators << op
|
131
|
+
end
|
132
|
+
try_to_allocate_operator(time)
|
133
|
+
end
|
134
|
+
|
135
|
+
|
136
|
+
private
|
137
|
+
|
138
|
+
def try_to_allocate_operator(time)
|
139
|
+
if !@available_operators.empty? and !@incident_queue.empty?
|
140
|
+
op = @available_operators.shift
|
141
|
+
i, inc_info, t = @incident_queue.shift
|
142
|
+
|
143
|
+
# update incident tracking information
|
144
|
+
queue_time = time.to_i - t.to_i
|
145
|
+
i.add_tracking_information(:type => :queue,
|
146
|
+
:at => t,
|
147
|
+
:duration => queue_time,
|
148
|
+
:sg => @support_group_id)
|
149
|
+
|
150
|
+
|
151
|
+
@simulation.new_event(Event::ET_SUPPORT_GROUP_QUEUE_SIZE_CHANGE,
|
152
|
+
@incident_queue.size, time, @sgid)
|
153
|
+
@simulation.new_event(Event::ET_INCIDENT_ASSIGNMENT,
|
154
|
+
[ i.iid, op.oid ], time, @sgid)
|
155
|
+
@simulation.new_event(Event::ET_OPERATOR_ACTIVITY_STARTS,
|
156
|
+
[ op.oid, i.iid ], time, @sgid)
|
157
|
+
|
158
|
+
# assign updates inc_info
|
159
|
+
report = op.assign(i, inc_info, time)
|
160
|
+
finish_time = report[1]
|
161
|
+
|
162
|
+
puts "finish_time: #{finish_time}, time: #{time}" if time > finish_time
|
163
|
+
@simulation.new_event(Event::ET_OPERATOR_ACTIVITY_FINISHES,
|
164
|
+
[ op.oid, i.iid ], finish_time, @sgid)
|
165
|
+
|
166
|
+
case report[0]
|
167
|
+
when :incident_escalation
|
168
|
+
@simulation.new_event(Event::ET_INCIDENT_ESCALATION,
|
169
|
+
i, finish_time, @sgid)
|
170
|
+
when :operator_off_duty
|
171
|
+
# TODO: implement configurable rescheduling policy
|
172
|
+
@incident_queue << [ i, inc_info, finish_time ]
|
173
|
+
@simulation.new_event(Event::ET_INCIDENT_RESCHEDULING,
|
174
|
+
[ i, inc_info, op.oid ], finish_time, @sgid)
|
175
|
+
end
|
176
|
+
end
|
177
|
+
end
|
178
|
+
|
179
|
+
end
|
180
|
+
|
181
|
+
end
|
182
|
+
|