Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 140)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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E XAMPLE
Agent Statistics for Savings Specialists by 60-Minute Time Period
Note that in this example, the contact center is open only during (i.e., Schedules and
Patterns are only defined for) normal business hours. The agent total in the Savings
Specialist group is 10, as given by the number of on-duty agents. Average Savings
Specialist utilization ranges between 5.34% to 12.04%.
Parent Group Utilization report
Agent Statistics for [Parent Group] by [N] Minute Time Period
This report details the utilization of Parent Group resources for each timeslot within the
planning horizon. Parent Group statistics are based on the aggregate statistics of each
member Agent Group. Each report covers one particular Parent Group.