Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 183)

9 • C ASE S TUDIES
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Figure 9.8 Direct-Routing Script—Teamwork model
Figure 9.9 Tech Script—Teamwork model
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ONTACT MODULE
The contacts in the Teamwork model cover a wide range of customer requests and, as a
result, advanced distributions are used to model talk time and after-contact work.
The talk-time distribution specified in the Advanced section of the Contact module
replaces the traditional exponential distribution used in the Main section. In this case, a
triangular distribution is used having a mean of 1 minute and minimum and maximum of
30 seconds and 5 minutes, respectively.