Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 203)

I NDEX
195
•
•
•
• •
In
dex
Remove from Queue
„
37, 103
Report
„
94
Schedule
„
63
Transfer to Agent
„
30, 32, 38, 111
Transfer to Script
„
37, 110
Wait
„
37, 104
multiple agents
„
35
multiple-agent schedules
„
159
multiple-trunk groups
„
159
Multi-site model
„
176
N
no agents available
„
35
O
offered contact
„
29
online help
„
4
Other Contact Data
Contact Return Counts
„
127
Service Level
„
127
outbound contact centers
„
185
output statistics
„
123
Overflow Count Statistics report
„
135
Overflow module
„
37, 109
P
Parent Group Utilization report
„
132
parent groups
„
24
pattern entry
„
39
Pattern module
„
21, 28, 47, 68
patterns
„
70
for multiple agents
„
159
Pegden, C. D.
„
7
planning horizon
„
20, 64, 68, 123
preferences
„
35, 36, 145
Premium Service model
„
159
primary agent
„
30
priorities
global
„
159
Priority module
„
37
project definition
„
11
project planning
„
12
Q
queue behavior
„
33
queue construction
„
34
Queue for Agent module
„
30, 31, 34, 36, 53,
101
queue ranking
„
34
queueing
„
24, 102, 145
direct
„
34
rank based on priority
„
34
simultaneous
„
34
R
Remove from Queue module
„
37, 53, 103
repeat group
„
45, 59
duplication
„
43
replication
„
39
Report module
„
55, 94, 123
reports
„
189
Agent Group Utilization
„
131
Agents and Trunks
„
124
as performance measures
„
24
Contact Count Statistics
„
128
Contact Time Statistics
„
129
Contact Times and Counts
„
125
Overflow Count Statistics
„
135
Parent Group Utilization
„
132
Trunk Group Utilization
„
134
reserved words
„
42, 187
resource proficiency level
„
149
resource proficiency levels
„
146
resource sharing
„
145
Rockwell Automation Customer Support
„
6
routing scripts
„
22, 145
construction
„
36
S
Sadowski, R. P.
„
7
Schedule module
„
49, 64
schedules
„
23
schedules for multiple agents
„
159
Schriber, T. J.
„
18
script examples
„
120
Script panel
„
30, 34, 52, 99
Assignment
„
118