Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 102)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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Report module
D
ESCRIPTION
This module’s purpose is to specify data collection and report generation for various
contact-center statistics. The statistics type, length of data collection timeslot, and output
file name are defined within this module, and the corresponding report is generated during
the simulation run.
P ROMPTS
Report Type—The type of statistical report and the particular value to be tracked are
chosen from among the following:
Contact Times—Selection of a particular Contact Name for which contact-time
statistics will be collected.
Contact Counts—Selection of a particular Contact Name for which counts will be
tallied as contacts enter various stages.
Agent Group—Selection of a particular Agent Group for which utilization statistics
will be collected.
Parent Group—Selection of a particular Parent Group for which utilization statistics
will be collected.
Trunk Group—Selection of a particular Trunk Group for which utilization statistics
will be collected.
Overflow—Selection of a particular pair of Source and Destination Agent groups for
which overflow counts will be collected.