Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 131)

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8
8 •
Repor
ts
Reports
Arena Contact Center Edition produces the following eight reports:
„
Agents and Trunks
„
Contact Times and Counts
„
Contact Count Statistics
„
Contact Time Statistics
„
Agent Group Utilization
„
Parent Group Utilization
„
Trunk Group Utilization
„
Overflow Count Statistics
This chapter describes each type of report.
The “Agents and Trunks” and the “Contact Times and Counts” are produced by default
with each simulation run. These reports are generated using Business Objects
® Crystal
Reports ® . The output statistics are stored in an Access database where Crystal Reports
retrieves the data to generate these two reports.
Other reports are custom generated by the user, using the Report module. In each report, a
timeslot is defined and the appropriate statistics are then collected and reported for each
timeslot in the planning horizon. Therefore, each of the custom reports contains a set of
columns indicating the number of the timeslot within the planning horizon, as well as the
corresponding week and day of the timeslot. The number of the timeslot within the day is
also provided. This common section is described as follows:
Table 8.1 Timeslot column descriptions
Each report also contains a report header listing the name of the simulation model, the title
of the particular run, and the date and time the run was performed.
Column Heading Description
Timeslot The number of the timeslot within the planning horizon for which the
statistics were collected
Week The number of the week within the planning horizon on which the statistics
were collected
Day The number of the day of the week on which the statistics were collected
Daily Timeslot The number of the timeslot within the day on which the statistics were
collected