Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 184)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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An exponential distribution with a mean of 1 minute is used to model the after-contact
paperwork that must be completed by the receptionist following each contact.
Table 9.31 Contact module—Teamwork model
Example 6—Multi-site model
Overview and business objective
The business objective is to model the worldwide operations of an organization providing
24 x 7 support. Of particular interest is overflow between contact center locations and the
impact staffing decisions one location may have on others.
The three contact centers in the model are located in the U.S., Europe, and Japan. Each
center works an 8-hour shift as the primary service provider followed by an 8-hour shift
handling overflow, according to the following schedule (all times in Eastern Standard
Time):
Prompt Entry
Contact Name Customer Request
Pattern Daily Pattern
Talk Time (See Advanced section)
Trunk Group Central Trunks
Advanced
Talk-Time Distribution TRIA(0.5, 1, 5)
After-Contact Time
Distribution EXPO(1)
Primary Service Overflow Service
Midnight to 8:00 AM Europe Japan
8:00 AM to 4:00 PM U.S. Europe
4:00 PM to Midnight Japan U.S.