How do build Process Flow Charts in this tutorial model?

[tee_hiett]

[ FlexSim 20.1.0 ]

Tutorial 1_3.fsm

It the Attached Process Flow model, I would like to add 3 metrics to the dashboard:

• The number of Number of wait calls/ The number of total calls
• the number of hang-up calls/the number of total calls
• removing the 0-wait calls And the Hang-up calls, I would like a box plot of the waiting minutes for the Calls that actually had to wait.

Thanks for your help.

Tee

[tanner_p · Accepted solution]

Hi @Tee Hiett,

Just to make sure I'm understanding the metrics correctly, I wanted to clarify a couple things:

1) "Wait calls" are any tokens that have to wait > 0 seconds at the Acquire Service activity AND end up receiving service.

2) "Hang-up calls" are any tokens that wait > 0 seconds at the Acquire Service activity AND do not receive service.

3) The total number of hang-up calls is equal to the throughput of the Unhappy Customers Sink.

If these are true, then we can easily get the total number of calls and the number of hang-up calls. We just need to get the number of wait calls. These would be any tokens that had a Staytime > 0 at the Acquire Service activity, correct?

I created a Calculated Table for some of these metrics, and I've got a Stats Collector that will collect the data you need on Wait Time at the Acquire Service activity. Let me know if I'm on the right track.

tee stats help_2.fsm

[tanner_p]

@Tee Hiett,

Took me awhile, but I figured out how to get the box plot as well, which takes the calls that did not hang up AND had to wait > 0 seconds and plots the wait times. I used a Calculated Table and a SQL query that pulls tokens that had to wait and did not hang up. Hopefully this helps!

tee stats help_4.fsm

[tee_hiett]

While you were working on the model, so was I, I made a few changes and describe my approach which seems to fit in well with what you were doing. I look forward to studying your latest version tomorrow. I will get back to you.

Thanks again

Tee

--------------

Yes, you are on the right track. I made a couple of changes in the model that you sent me which may get us further along in the process. BTW, I've already learned a lot from your model.

I assigned the value of 0 to the label "HungUp" which is changed to a 1 when the customer leaves and becomes an unhappy customer. I put the delay activity in the model just so I could check to make sure that patient does get a 1. If now we can get the value of the label "HungUp" into the wait time table, we should have everything we need to complete the Calculated Tables. I have been trying to do this but I cannot figure out how to get the value of "HungUp" included with each record. I look forward to seeing how to do that.

Also I am not familiar with the Calculated Tables and I'm looking forward to getting the raw data s into that table and then. I also look forward to using these tables.

Thanks so much for your help.

Teetee-stats-help-3a.fsm

[tee_hiett]

Thanks, @tanner.p

I do have one question and one request. Where in the flowchart is the value of the label Hangup set to one?

The request is for help with getting the data in the CallsByType changed into one row with the added field with the value of Unhappy Calls/ ( Unhappy Calls + Happy Calls).

Thanks for your help with this

Tee

[tanner_p]

@Tee Hiett,

The Hangup label is set using Custom Code in the Stats Collector as shown below. I tried a number of options and this seemed to be what worked best for me.

I also was hoping to put the column you mentioned in the CallsByType table, but I couldn't quite get it the other day. I'll give it another go today and let you know what I come up with.

[tee_hiett]

Thanks, @tanner.p for your prompt response. I've studied SQLs this weekend with out any success.

How about using four variables: one containing the number of Happy Customers, one containing the number of Unhappy Customers, one containing the number of Total Customers and one containing the number of Unhappy Customers/ Total Customers. These 4 variables need to be displayed in the dashboard.

I've just started looking at variables to see if I can understand how they work.

Let me know if you think this approach doesn't seem reasonable.

I don't think what we're trying to do is this difficult.

Tee

[tanner_p]

@Tee Hiett,

I think the reason why I can't get it to work with SQL is because FlexSim doesn't allow for nested SELECT statements. If it weren't for that, we could have figured this out pretty easily.

I created an aggregated table using some makeshift queries that allows us to get everything we need in one table. It's kind of a roundabout way of doing things, but I think it works. Let me know what you think. There's probably a better way to do this, but I haven't been able to come up with anything yet.

tee stats help_5.fsm

[tee_hiett]

Use Max Wait Timer.jpg

Hi @tanner.p

Can we use the Use Max Wait Timer to set the value of Hangup to 1?

[tanner_p]

That could also work. Then you could reference the token's label in the Statistics Collector and have easy access to it. Just make sure the Hangup label is set to 0 if they didn't hang up and I think that should work. Good idea.

[tee_hiett]

Thanks, @tanner.p

Your aggregated table works fine for me. Great work!

I don't understand exactly how to Use Max Wait Timer to set the value of Hangup to 1? Where is the label referred to in this activity?

Tee

[tanner_p]

@Tee Hiett

I should have explained that better. I apologize.

You'll need to assign the "Hangup" label to all tokens, regardless of whether those calls get answered or not. I added this in an "Assign Labels" activity.

From there, the "Hangup" label is set to 1 in the max wait timer if the token fails to acquire service.

The Stats Collector can then access that label on all the incoming tokens it's listening to using the value code shown. This eliminates the need for the custom code that checks which sink the token landed in.

Hope this helps!

tee stats help_7.fsm

[tee_hiett]

@tanner.p

Great explanation but I'm still having some difficulty with that last step where we use data.token.hangup. The data part is not clear.

Thanks for your patience.

[tanner_p]

The data part of that function is a reference to the location that the Stats Collector uses to store what it grabs. So when the specified event fires (i.e. when a token enters a sink in PF), table entries are created with the designated labels. More on this can be found in the User Manual section "Using the Statistics Collector" under the heading "Using FlexScript in the Statistics Collector".

[tanner_p]

@Tee Hiett,

I just wanted to follow up and see if you've had a chance to review the information on the Statistics Collector to which I pointed you last week. Feel free to let me know if you have other questions by tagging me or emailing me using the email in my profile. Thanks!