Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 202)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
194
• •
•
•
•
arrival
„
28
blocked
„
28
conference
„
31
contact back
„
33
disconnected
„
29
handled
„
30
leave a message
„
30
offered
„
29
talk time
„
31
transfer
„
32
Contact module
„
28, 29, 30, 31, 33, 46, 78
contact termination
„
108
Contact Time Statistics report
„
129
Contact Times and Counts report
„
125
Contact Counts
„
126
Contact Times
„
125
Other Contact Data
„
127
contact types
„
21
contact-routing logic
„
36
contacts leaving messages
„
30
costing of contact center operations
„
38
agents
„
38
trunk group
„
39
counters
„
118
Crystal Reports
„
123
customer service center
„
144
Customer Support Center
Rockwell Automation
„
6
D
data input
„
15
decision-making in a script
„
114
direct queueing
„
34
Disconnect module
„
37, 108
disconnected contacts
„
29
documentation of your model
„
18
duplicate (Ctrl+D)
„
49
E
End Script module
„
38, 54, 119
experimental model design
„
14
G
global contact priorities
„
159
global variables
„
118
H
handle time
„
144
handled contacts
„
30, 129
I
identifier
„
100
implementing your model design
„
18
individual agents
„
39
L
lists of object names
„
43
logic
accessing external blocks
„
101
M
McKay, K. N
„
18
Message module
„
37, 54, 106
models
„
7
building a sample contact center structure
„
43
defining the objectives
„
13
documenting and implementing
„
18
experimental design
„
14
input data
„
15
level of detail
„
14
pitfalls in the plan design
„
13
verification and validation
„
16
modules
Agent
„
30, 71
Animate
„
86
Assignment
„
38, 118
Begin Script
„
36, 100
Branch
„
38, 114
Conference
„
31, 38, 113
Configuration
„
28, 29, 60
Contact
„
28, 29, 30, 31, 33, 78
copy and paste
„
43
Disconnect
„
37, 108
End Script
„
38, 120
Message
„
37, 106
Overflow
„
37, 109
Pattern
„
28, 68
Priority
„
37, 105
Queue for Agent
„
30, 31, 34, 36, 101