Document Outline

• Contents
• Welcome to Arena Contact Center Edition
  • What is Arena Contact Center Edition?
  • Intended audience
  • Simulation of contact centers
  • Arena Contact Center Edition: A custom-designed simulation system for contact centers
  • Where can I go for help?
    • Reference the user’s guides
    • Explore our examples
    • Get help
    • Use the SMARTs library
    • Access the Arena Symbol Factory
    • Get phone support
    • Get Web support
    • Get training
    • Get consulting services
    • Contact us
• Introduction to Simulation
  • Simulation defined
  • Systems and models
  • Advantages of simulation
  • The simulation process
  • Problem definition and project planning
  • Style definition and model formulation
  • Experimental design
  • Input data
  • Verification and validation
  • Documentation and implementation
  • References
• General Concepts
  • Overview
  • Planning horizon
  • Timeslots
  • Contact types
    • Data sources
  • Arrival pattern
    • Data sources
  • Trunk Groups
    • Data sources
  • Routing Scripts
    • Data sources
  • Agent Skill Sets
    • Data sources
  • Schedules
    • Data sources
  • Agent Groups
    • Data sources
  • Parent Groups
    • Data sources
  • Queues
  • Animation
  • Performance measures/reporting
• Features
  • Different stages in the contact life span
    • Contact arrival (required)
    • Blocked contacts (required)
    • Offered contacts (required)
    • Abandoned contacts (optional)
    • Disconnected contacts (optional)
    • Contacts leaving messages (optional)
    • Handled contacts (required)
    • Talk time (required)
    • Conference (optional)
    • Transfer (optional)
    • After-contact work (optional)
    • Contact back (optional)
  • Queue behavior
    • Queue construction
    • Queue ranking
    • Agent selection
    • Skill-based routing
  • Routing script construction
    • Begin Script
    • Queue for Agent
    • Remove from Queue
    • Wait
    • Priority
    • Message
    • Disconnect
    • Overflow
    • Transfer to Script
    • Transfer to Agent
    • Conference
    • Branch
    • Assignment
    • End Script
  • Costing
    • Agent costs
    • Trunk costs
  • Miscellaneous features
    • Pattern entry
    • Agent states
    • Individual agents
    • Advanced configuration agents
• Getting Started
  • Introduction
  • Loading and running an existing example
  • General modeling skills and concepts
    • Panels and modules
    • Names
    • Lists
    • Module copy and paste
    • Repeat group duplication
    • Disable animation
  • Building an Arena Contact Center Edition model
    • Defining the business application
    • Model overview
    • Model construction
  • Running the model
  • Conclusions
• The Contact Data Panel
  • Configuration module
  • Schedule module
  • Pattern module
  • Agent module
  • Contact module
  • Animate module
  • Report module
• The Script Panel
  • Begin Script module
  • Queue for Agent module
  • Remove from Queue module
  • Wait module
  • Priority module
  • Message module
  • Disconnect module
  • Overflow module
  • Transfer to Script module
  • Transfer to Agent module
  • Conference module
  • Branch module
  • Assignment module
  • End Script module
  • Script restrictions
  • Arena Contact Center Edition script examples
• Reports
  • Agents and Trunks report
    • Trunk Summary
    • Agent Summary
    • Example
  • Contact Times and Counts report
    • Contact Times
    • Contact Counts
    • Other Contact Data
  • Contact Count Statistics report
  • Contact Time Statistics report
  • Agent Group Utilization report
  • Parent Group Utilization report
  • Trunk Group Utilization report
  • Overflow Count Statistics report
• Case Studies
  • Purposes of cases and examples
  • Example 1-Bilingual Contact Center model
    • Overview and business objective
    • Key modeling techniques illustrated in this example
    • The data detail for the Bilingual Contact Center example
  • Example 2-Bank model
    • Overview and business objective
    • Key modeling techniques illustrated in this example
    • The data detail for the Bank example
  • Example 3-Skill-based Routing model
    • Key modeling techniques illustrated in this example
    • The data detail for the Skill-based Routing example
  • Example 4-Premium Service model
    • Overview and business objective
    • Key modeling techniques illustrated in this example
    • The data detail for the Premium Service example
  • Example 5-Teamwork model
    • The data detail for the Teamwork example
  • Example 6-Multi-site model
    • Overview and business objective
    • Key modeling techniques illustrated in this example
    • The data detail for the Multi-site example
  • Other examples
    • Outbound/blend examples
• Reserved Words
• Reports
• Index
  • A
  • B
  • C
  • D
  • E
  • G
  • H
  • I
  • L
  • M
  • N
  • O
  • P
  • Q
  • R
  • S
  • T
  • U
  • V
  • W