Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 146)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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will be simultaneously queued to both English-speaking and Bilingual agents, and all
Spanish calls will be simultaneously queued to both Spanish-speaking and Bilingual
agents.
Figure 9.1 Conceptual illustration of contact center agent groups and parent groups
C
ONTACT ABANDONMENT AND CONTACT BACK
Most contact centers experience some level of contact abandonment. Arena Contact
Center Edition makes it easy for you to model this behavior and to include a certain
proportion of these customers as contact backs to the contact center.
In the Bilingual Contact Center example, both English calls and Spanish calls will hang
up (abandon) if the time that they spend waiting for an agent exceeds a certain amount of
time. The amount of time that a particular call is willing to wait is a random value, based
on an exponential distribution with mean value of 2 minutes.
Of the calls that abandon the contact center, 75% will contact back after waiting for some
amount of time. The amount of time that a particular abandoned call will wait before
contacting back is 20 minutes in this example model.
The flow of a contact abandonment and contact back is illustrated in Figure 9.2.
English
Group
(Parent
Group)
English
Group
(Parent
Group)
Spanish
Group
(Parent
Group)
Spanish
Group
(Parent
Group)
English-
Speaking
(Agent
Group)
English-
Speaking
(Agent
Group)
Spanish-
Speaking
(Agent
Group)
Spanish-
Speaking
(Agent
Group)
Bilingual
(Agent
Group)
Bilingual
(Agent
Group)
English Calls Queue Here Spanish Calls Queue Here