Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 167)

9 • C ASE S TUDIES
159
•
•
•
• •
9 •
Ca
se Stu
die
s
C ONTACT MODULE
There is nothing fancy about the definition of the three contact names, except the associa-
tion of custom routing scripts for each.
Table 9.19 Contact modules—Skill-based Routing model
Example 4—Premium Service model
Overview and business objective
The business objective is to model a contact center that serves two contacts (Premium and
Regular), with one contact (Premium) getting priority over the other one. After building
this type of simulation model, one can assess the impact of increasing the percentage or
length of premium contacts on service levels for both premium and regular contacts. One
can also easily analyze the service-level impact of increasing the number of agents dedi-
cated to premium contacts.
This case study illustrates several important modeling concepts, including multiple-trunk
groups, global contact priorities, multiple-agent schedules, and multiple patterns.
Key modeling techniques illustrated in this example
M
ULTIPLE
-
TRUNK GROUPS AND GLOBAL CALL PRIORITIES
Arena Contact Center Edition allows you to create multiple trunk groups and to assign
different contacts to different trunk groups. In this example, all Regular contacts are
assigned to the “Regular Trunks” trunk group, and all Premium contacts are assigned to
the “Premium Trunks” trunk group.
Prompt Entry
Contact Name Call A (Call B, Call C)
Pattern Weekly Pattern
Expected Talk Time 5
Trunk Group Central Trunks
Advanced
Override Trunk Script Checked
(Override Type) Script
Routing Script Skill A Script (Skill B Script, Skill C Script)