Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 204)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
196
• •
•
•
•
Begin Script
„
100
Branch
„
114
Conference
„
113
Disconnect
„
108
End Script
„
120
Message
„
106
Overflow
„
109
Priority
„
105
Queue for Agent
„
101
Remove from Queue
„
103
Transfer to Agent
„
111
Transfer to Script
„
110
Wait
„
104
script restrictions
„
120
sensitivity analysis
„
16
served contacts
„
33
Shannon, R. E.
„
7
Sheppard, S.
„
18
shifts
„
66
simulation
advantages of
„
9
definition of
„
7
the process
„
10
simulation process overview
„
19
simultaneous queueing
„
34, 36
skill-based routing
„
34, 36, 76
agent skill priorities
„
36
preferences
„
36
simultaneous queueing
„
36
Skill-based Routing model
„
153
SMARTs library
„
5
statistics collection
„
96
Strang, C. J.
„
18
systems
„
8
T
talk time
„
31, 52
talk time multipliers
„
146, 149
Teamwork model
„
167
technical support
„
5
timeslots
„
20, 47, 64, 68, 123
training courses
„
6
transfer agent
„
32
Transfer to Agent module
„
30, 32, 38, 111
Transfer to Script module
„
37, 110
Trunk Group Utilization report
„
134
trunk groups
„
22
costs
„
39
Trunk Summary
„
124
Cost
„
124
Usage
„
124
U
utilization
„
125
of Agent Group resources
„
131, 144
of Parent Group resources
„
132
of Trunk Group resources
„
134
V
validation
„
16
verification
„
16
W
Wait module
„
37, 53, 104
Web support
„
6
Weinburg, G. M.
„
18
worldwide operations
„
176