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app_ewt_plottly.R
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#
# Contact center estimation wait time calculation model
#
# (C) 2017 Bright Pattern
#
# Author: Sergey Yanenko
#
library(ggplot2)
library(shiny)
library(plotly)
#
# Constants
#
line_width = 0.35
min_L = 0
max_L = 100
step_L = 1
min_m = 0
max_m = 100
step_m = 1
min_Taht = 1
max_Taht = 100
step_Taht = 1
min_Taat = 1
max_Taat = 100
step_Taat = 1
min_Lambda = 1
max_Lambda = 100
step_Lambda = 1
min_K = 0
max_K = 1
step_K = 0.01
#
# UI
#
ui <- fluidPage(
#
# Styles
#
# Title
tags$head(
tags$style(HTML("
h2 {
font-size: 22px;
font-style: italic;
font-weight: 500;
margin-top: 10px;
margin-bottom: 0px;
}
"))
),
# Sliders panel
tags$style(HTML(".well {margin-top: 10px; margin-bottom: 30px}}")),
# Sliders
tags$style(HTML(".js-irs-0 .irs-single, .js-irs-0 .irs-bar-edge, .js-irs-0 .irs-bar {background: purple}")),
tags$style(HTML(".js-irs-1 .irs-single, .js-irs-1 .irs-bar-edge, .js-irs-1 .irs-bar {background: DarkOrange}")),
tags$style(HTML(".js-irs-2 .irs-single, .js-irs-2 .irs-bar-edge, .js-irs-2 .irs-bar {background: green}")),
tags$style(HTML(".js-irs-3 .irs-single, .js-irs-3 .irs-bar-edge, .js-irs-3 .irs-bar {background: darkblue}}")),
tags$style(HTML(".js-irs-4 .irs-single, .js-irs-4 .irs-bar-edge, .js-irs-4 .irs-bar {background: Dark Turquoise}}")),
tags$style(HTML(".js-irs-5 .irs-single, .js-irs-5 .irs-bar-edge, .js-irs-5 .irs-bar {background: black}}")),
title = "EWT",
# Input
sidebarLayout(
position = c("right"),
sidebarPanel(
sliderInput("L",
"L (queue length)",
min = min_L,
max = max_L,
value = 30),
sliderInput("m",
"m (total number of agents)",
min = min_m,
max = max_m,
value = step_m),
sliderInput("Taht",
"Taht (average handling time)",
min = min_Taht,
max = max_Taht,
value = step_Taht),
sliderInput("Taat",
"Taat (average abandonment time)",
min = min_Taat,
max = max_Taat,
value = step_Taat),
sliderInput("Lambda",
"Lambda (inbound calls rate with higher prority than current)",
min = min_Lambda,
max = max_Lambda,
value = step_Lambda),
sliderInput("K",
"K (level confidence)",
min = min_K,
max = max_K,
value = step_K),
img(src="ewt.bmp", align = "center", width=560 , style="margin:5px")
),
# Plot
mainPanel(
# Title
titlePanel(
fluidRow(
column(1, img(src="bp_logo.png", align = "left", width=40)),
column(10, align="center", "Estimation Wait Time")
)
),
#Plot
fluidRow(
column(6, plotlyOutput("plot1", height = "300")),
column(6, plotlyOutput("plot2", height = "300"))
),
fluidRow(
column(6, plotlyOutput("plot3", height = "300")),
column(6, plotlyOutput("plot4", height = "300"))
),
fluidRow(
column(6, plotlyOutput("plot5", height = "300")),
column(6, plotlyOutput("plot6", height = "300"))
)
)
)
)
#
# Server
#
server <- function(input, output) {
EWT <- function(L, m, Taht, Taat, Lambda, K) { (L + K) / (( m / Taht) + (L / Taat) - Lambda) }
# EWT(L)
output$plot1 <- renderPlotly({
m = input$m
L = input$L
Taht = input$Taht
Taat = input$Taat
Lambda = input$Lambda
K = input$K
current_ewt <- EWT(L, m, Taht, Taat, Lambda, K)
L = seq(min_L, max_L, step_L)
df = data.frame ( L = L, EWT = EWT(L, m, Taht, Taat, Lambda, K) )
p1 <- ggplotly(ggplot(df, aes(x = L, y = EWT)) +
geom_path(color='purple', size=line_width) +
geom_point(x = input$L, y = current_ewt, color="red") +
theme(axis.title.y=element_blank(),
axis.title.x=element_blank(),
panel.border = element_rect(colour = "black", fill=NA, size=0.2))) %>%
layout(annotations = list(list(x = 0.5, y = 1, text = "EWT(L)", showarrow = F, xref='paper', yref='paper'))) %>%
config(displayModeBar = F)
return (p1)
})
# EWT(m)
output$plot2 <- renderPlotly({
m = input$m
L = input$L
Taht = input$Taht
Taat = input$Taat
Lambda = input$Lambda
K = input$K
current_ewt <- EWT(L, m, Taht, Taat, Lambda, K)
m = seq(min_m, max_m, step_m)
df = data.frame ( m = m, EWT = EWT(L, m, Taht, Taat, Lambda, K) )
p2 <- ggplotly(ggplot(df, aes(x = m, y = EWT)) +
geom_path(color='DarkOrange', size=line_width) +
geom_point(x = input$m, y = current_ewt, color="red") +
theme(axis.title.y=element_blank(),
axis.title.x=element_blank(),
panel.border = element_rect(colour = "black", fill=NA, size=0.2))) %>%
layout(annotations = list(list(x = 0.5, y = 1, text = "EWT(m)", showarrow = F, xref='paper', yref='paper'))) %>%
config(displayModeBar = F)
return (p2)
})
# EWT(Taht)
output$plot3 <- renderPlotly({
m = input$m
L = input$L
Taht = input$Taht
Taat = input$Taat
Lambda = input$Lambda
K = input$K
current_ewt <- EWT(L, m, Taht, Taat, Lambda, K)
Taht = seq(min_Taht, max_Taht, step_Taht)
df = data.frame ( Taht = Taht, EWT = EWT(L, m, Taht, Taat, Lambda, K) )
p3 <- ggplotly(ggplot(df, aes(x = Taht, y = EWT)) +
geom_path(color='darkgreen', size=line_width) +
geom_point(x = input$Taht, y = current_ewt, color="red") +
theme(axis.title.y=element_blank(),
axis.title.x=element_blank(),
panel.border = element_rect(colour = "black", fill=NA, size=0.2))) %>%
layout(annotations = list(list(x = 0.5, y = 1, text = "EWT(Taht)", showarrow = F, xref='paper', yref='paper'))) %>%
config(displayModeBar = F)
return (p3)
})
# EWT(Taat)
output$plot4 <- renderPlotly({
m = input$m
L = input$L
Taht = input$Taht
Taat = input$Taat
Lambda = input$Lambda
K = input$K
current_ewt <- EWT(L, m, Taht, Taat, Lambda, K)
Taat = seq(min_Taat, max_Taat, step_Taat)
df = data.frame ( Taat = Taat, EWT = EWT(L, m, Taht, Taat, Lambda, K) )
p4 <- ggplotly(ggplot(df, aes(x = Taat, y = EWT)) +
geom_path(color='darkblue', size=line_width) +
geom_point(x = input$Taat, y = current_ewt, color="red") +
theme(axis.title.y=element_blank(),
axis.title.x=element_blank(),
panel.border = element_rect(colour = "black", fill=NA, size=0.2))) %>%
layout(annotations = list(list(x = 0.5, y = 1, text = "EWT(Taat)", showarrow = F, xref='paper', yref='paper'))) %>%
config(displayModeBar = F)
return (p4)
})
# EWT(Lambda)
output$plot5 <- renderPlotly({
m = input$m
L = input$L
Taht = input$Taht
Taat = input$Taat
Lambda = input$Lambda
K = input$K
current_ewt <- EWT(L, m, Taht, Taat, Lambda, K)
Lambda = seq(min_Lambda, max_Lambda, step_Lambda)
df = data.frame ( Lambda = Lambda, EWT = EWT(L, m, Taht, Taat, Lambda, K) )
p5 <- ggplotly(ggplot(df, aes(x = Lambda, y = EWT)) +
geom_path(color='Dark Turquoise', size=line_width) +
geom_point(x = input$Lambda, y = current_ewt, color="red") +
theme(axis.title.y=element_blank(),
axis.title.x=element_blank(),
panel.border = element_rect(colour = "black", fill=NA, size=0.2))) %>%
layout(annotations = list(list(x = 0.5, y = 1, text = "EWT(Lambda)", showarrow = F, xref='paper', yref='paper'))) %>%
config(displayModeBar = F)
return (p5)
})
# EWT(K)
output$plot6 <- renderPlotly({
m = input$m
L = input$L
Taht = input$Taht
Taat = input$Taat
Lambda = input$Lambda
K = input$K
current_ewt <- EWT(L, m, Taht, Taat, Lambda, K)
K = seq(min_K, max_K, step_K)
df = data.frame ( K = K, EWT = EWT(L, m, Taht, Taat, Lambda, K) )
p6 <- ggplotly(ggplot(df, aes(x = K, y = EWT)) +
geom_path(color='black', size=line_width) +
geom_point(x = input$K, y = current_ewt, color="red") +
theme(axis.title.y=element_blank(),
axis.title.x=element_blank(),
panel.border = element_rect(colour = "black", fill=NA, size=0.2))) %>%
layout(annotations = list(list(x = 0.5, y = 1, text = "EWT(K)", showarrow = F, xref='paper', yref='paper'))) %>%
config(displayModeBar = F)
return (p6)
})
}
# Application
shinyApp(ui = ui, server = server)