Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 134)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
126
• •
•
•
•
Handle Time—The amount of time a contact spends from when the agent is available
until the contact is complete.
Message to Return Time—The time from when a contact leaves a message to when an
agent returns the contact.
Speed of Answer Time—The time a contact spends waiting for an available agent.
Time in Contact Center—The time span from when a contact enters the center until the
contact is completed.
Contact Counts
Contact Counts is broken into three groups: Counts, Outcomes, and Contact Backs. Listed
below are the statistics reported for each group. Each group displays a value for each
contact type defined in the system.
C OUNTS
Blocked—The total number of contacts blocked as of the end of the replication.
Created—The total number of contacts that arrived at the contact center as of the end of
the replication. This number includes contact backs generated from blocked, abandoned,
disconnected, served, and messages.
In System—The total number of contacts that were left in the system as of the end of the
replication.
Offered—The total number of contacts offered as of the end of the simulation.
Waiting—The total number of contacts that were left waiting for an agent as of the end of
the replication.
O UTCOMES
Abandoned—The total number of contacts abandoned as of the end of the replication.
Disconnected—The total number of contacts disconnected as of the end of the replication.
Handled—The total number of contacts handled as of the end of the replication.
In Target—The total number of contacts answered within the specified service-level time
as of the end of the replication.
Message—The total number of messages generated as of the end of the replication.
C ONTACT B ACKS
Abandoned—The total number of contact backs generated due to abandoned contacts for
the duration of the simulation.