Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 201)

193
In
dex
Index
A
abandonment
„
29, 47, 138
accessing external logic
„
101, 102
After Talk Time logic
„
38
after-contact work
„
32
agent costs
„
38
Agent Group Utilization report
„
131
agent groups
„
23, 51
Agent module
„
30, 51, 72
agent selection
„
34, 35, 145
agent skill priorities
„
36, 76, 154
agent skill sets
„
23, 72
agent states
„
39
Agent Summary
„
124
Cost
„
125
Inbound Utilization
„
125
Outbound Utilization
„
125
Usage
„
124
Agents and Trunks report
„
124
Animate module
„
55, 86
animation
„
24
counters
„
24
enabling/disabling
„
43
graphs
„
24
plots
„
24
Arena Contact Center Edition
„
1
Arena examples
„
4
Arena Symbol Factory
„
5
arrival patterns
„
21
Assignment module
„
38, 118
attributes of contact
„
118
B
Bank model
„
144
Begin Script module
„
36, 52, 99
Bilingual Contact Center model
„
137
blended contact center
„
185
blocked contacts
„
28
Branch module
„
38, 114
Buzacott, J. A.
„
18
C
case studies
„
137
Bank model
„
144
Bilingual Contact Center model
„
137
Multi-site model
„
176
Premium Service model
„
159
Skill-based Routing model
„
153
Teamwork model
„
167
collecting statistics
„
55
conditional dialog input
„
59
Conference module
„
31, 38, 112
conferencing
„
31, 167
Configuration module
„
28, 29, 45, 60
consulting services
„
6
contact arrival
„
28
contact back
„
28, 33, 138
contact behavior
„
21
abandonment
„
21
After-Contact Work
„
21
Contact Back
„
21
Prioritization
„
21
contact centers
blended
„
185
outbound
„
185
Contact Count Statistics report
„
128
Contact Counts
Contact Backs
„
126
Counts
„
126
Outcomes
„
126
Contact Data panel
„
59
Agent module
„
72
Animate module
„
86
Configuration module
„
60
Contact module
„
78
Pattern module
„
68
Report module
„
94
Schedule module
„
64
contact information
„
6
contact life span stages
„
27
abandonment
„
29
after-contact work
„
32