Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 137)

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Repor
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E XAMPLE
Contact Count Statistics for Account Balance by 60-Minute Time Period
Note that during the contact center’s hours of operation, all arriving contacts attain trunk
lines and enter the contact center. In fact, all contacts are ultimately handled, since no
contacts are listed as abandoned, leaving messages, or being disconnected. Observe that,
as discussed above, the service of some contacts overlap timeslots. This can be seen by
the number of contacts in the system at the end of each timeslot, as well as the occasional
discrepancy between number of offered contacts and number of handled contacts in the
same timeslot.
Contact Time Statistics report
Contact Time Statistics for [Contact Type] by [N] Minute Time Period
This report records, for each timeslot, the amount of time handled contacts spend in
various states. Each report covers a particular Contact Name.
Note that observations are incorporated into the average statistics as soon as the
corresponding state is completed. This implies that some observations for a given contact
may be split across timeslots, and thus, each measure within a timeslot may be based on a
different number of contacts. For example, 50 contacts may be answered in a given
timeslot, but 70 complete their talk time with some overlapping from the previous
timeslot or extending into the next timeslot.