Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 143)

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Note that in this example, the contact center is open only during (i.e., Schedules and
Patterns are only defined for) normal business hours. Thus, the central trunk group is
utilized only during this time period. Average trunk utilization ranges between 0.94% to
9.09%.
Overflow Count Statistics report
This report details, by timeslot, the total number of contacts that overflow from one
specific agent group to another. Each report covers a particular source and destination pair
of agent groups.
Table 8.7 Overflow Count Statistics report column description
E XAMPLE
Overflow Statistics Between U.S. Center and Europe Center by 60-Minute Time Period
Column Heading Description
Number of Contacts The number of contacts overflowed from the Source Group to the
Destination Group