Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 175)

9 • C ASE S TUDIES
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C ONTACT MODULE
The contact-type definitions in the Premium Service model are very basic.
Table 9.25 Contact modules—Premium Service model
Example 5—Teamwork model
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VERVIEW AND BUSINESS OBJECTIVE
This is a more advanced, more complex model than the other examples in this chapter.
The business objective is to model a contact center that processes a large number of
contacts that simultaneously require more than one agent to handle (“conferencing”)
and/or require contacts to be transferred from one agent group to another. This type of
model enables managers to understand where increased staff may be needed to achieve
service-level targets, to identify agent groups with high- and low-utilization levels, and to
evaluate the impact of different contact-routing rules.
The logic flow for this example is illustrated in Figure 9.6.
Prompt Entry
Contact Type Call
Contact Name Regular Call
Pattern Regular Pattern
Expected Talk Time 10
Trunk Group Regular Trunks
Contact Type Call
Contact Name Premium
Pattern Premium Pattern
Expected Talk Time 10
Trunk Group Premium Trunks