Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 11)

1 • W ELCOME TO A RENA C ONTACT C ENTER E DITION
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Arena Contact Center Edition: A custom-designed simulation
system for contact centers
The successful use of simulation in many contact center environments led to the develop-
ment of Arena Contact Center Edition. It was developed by Rockwell Automation in part-
nership with Onward, a management consulting firm based in Mountain View, California,
specializing in contact center operations.
In conjunction with a team of contact center managers and analysts from many different
types of business environments, Rockwell Automation and Onward have designed Arena
Contact Center Edition to:
1. Make it easy for analysts to build accurate and detailed simulation models of contact
centers, ranging from fairly simple to very complex, without extensive simulation or
management science training.
2. Support a process of managing input data into these contact center simulation models
that is as easy and sensible as possible.
3. Have the capacity to deliver real-time statistics, animation, and output statistics that
provide insight into key contact center performance measures.
4. Use standard contact center terminology wherever possible to make the model build-
ing and usage process as intuitive as possible for contact center professionals.
Call-Volume Forecasts
(By Contact Name, Time Slots)
Call-Volume Forecasts
(By Contact Name, Time Slots)
Agent Population
(# of Agents, Skills, Priorities,
Shifts, Breaks )
Agent Population
(# of Agents, Skills, Priorities,
Shifts, Breaks )
Routing Scripts
(By Contact Name)
Routing Scripts
(By Contact Name)
Center Configuration Data
(Hours of Operation,
Trunk Line Capacity, etc.)
Center Configuration Data
(Hours of Operation,
Trunk Line Capacity, etc.)
Contact Center
Simulation
Model
Contact Center
Simulation
Model
Contact Center
Performance
Statistics
Contact Center
Performance
Statistics