Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 132)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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Agents and Trunks report
This report is broken down by replication. The values calculated and displayed are for
individual replications. Each replication is broken into two sections: Trunk Summary and
Agent Summary.
Trunk Summary
The Trunk Summary is broken into two groups: Usage and Cost. Listed below are the
statistics reported for each group. Each group displays a value for each trunk defined in
the system.
U SAGE
Available—This section reports the average number of available trunk lines for the speci-
fied planning horizon. Available is a time-persistent statistic. The value is weighted to
take into consideration the value as a function of time.
In Use—This section reports the average number of busy trunk lines for the specified
planning horizon. In Use is a time-persistent statistic. The value is weighted to take into
consideration the value as a function of time.
Utilization—This section reports each trunk line’s utilization for the specified planning.
Utilization is a time-persistent statistic. The average is weighted to take into consideration
the value as a function of time.
C OST
Busy Cost—This section reports the busy cost for all trunk lines. The busy cost for each
trunk line is the product of the average number of busy lines, the simulation run length,
and the trunk’s busy cost rate.
Agent Summary
The Agent Summary is broken into three groups: Usage, Cost, and Inbound and
Outbound Utilization. Listed below are the statistics reported for each group. Each group
displays a value for each parent and agent group defined in the system.
U SAGE
Available—The average number of agents available over the simulation run length.
Busy—The utilization over the simulation run length. This may include times when an
agent group may not be scheduled in the system.
Est on Duty—This section reports the total time for each entity type. Total time for an
entity is calculated based on the time the entity enters the system until when statistics are
generated.