Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 27)

19
3
3 •
Gener
al Co
ncep
ts
General Concepts
This chapter provides a high-level overview of the components of a model built using
Arena Contact Center Edition. In particular, this chapter explains the terminology used
within the software and the type of information that is needed to represent the way in
which contacts arrive and are processed in a contact center system, which is referred to as
the Contact Center Core Process. The major modeling elements are also described in
some detail.
Once you have read this chapter, you will have a better understanding of the process of
creating a model with Arena Contact Center Edition.
Overview
The basic process of contact center simulation is to generate a stream of arriving contacts,
assign them to trunk lines, and route them through the center to an agent. To create a
simulation model of a contact center or network of contact centers, you will describe the
sequence of events that occur as contacts move through the system, from the arrival of the
contacts at the contact center to successful resolution. You will also need to specify
information about the contact center itself (trunk-line capacity, agent skills, agent
schedules, etc.).
As you build your contact center models, it may be helpful to keep in mind the Contact
Center Core Process, as illustrated below.
The basic components of this process are:
„
Contacts
„
Arrival Patterns
„
Trunk Groups
„
Routing Scripts
„
Schedules
„
Agents