Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 133)

8 • R EPORTS
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Repor
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Utilization—This section reports the total time for each entity. Total time for an entity is
calculated based on the time the entity enters the system until when statistics are generated.
C OST
Busy Cost—The product of the average number of busy agents, the simulation run length,
and the agent busy cost specified in the Agent module.
Idle Cost—The product of the average number of idle agents, the simulation run length,
and the agent idle cost specified in the Agent module.
Per Use Cost—The cost incurred for using an agent. Usage cost is calculated based on the
agent per-use cost and the number of times the agent is seized or allocated to an entity.
I NBOUND AND O UTBOUND U TILIZATION
Inbound Util—This section reports each trunk’s busy cost. Busy cost is the cost accrued
by a trunk while it is in a non-value-added activity.
Outbound Util—This section reports each trunk’s busy cost. Busy cost is the cost accrued
by a trunk while it is in a non-value-added activity.
Note that the report produced corresponds very closely with the information contained in
the custom reports described below. The major difference is that all measures in the
default report are based on observations taken throughout the entire planning horizon,
while the custom reports focus on individual timeslots within the planning horizon. The
contact times section of the default report also includes standard distributional measures:
average, standard deviation, minimum, maximum, and number of observations.
Example
See Appendix B for a sample Summary Report.
Contact Times and Counts report
This report is broken down by replication. The values calculated and displayed are for
individual replications. Each replication is broken into three sections: Contact Times,
Contact Counts, and Other Contact Data.
Contact Times
Contact Times is broken into five groups: External Logic, Handle Time, Message to
Return, Speed of Answer, and Time in Contact Center. Listed below are the descriptions
of each statistic. Each group displays the average, half-width, maximum, and minimum
values for each replication for each contact defined in the system.