Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 32)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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Data sources
The definition of agent groups may depend on the purpose of the simulation study and
will not necessarily correspond to the group definition within the organization. However,
the agent lists and skill sets maintained by the human resources or planning and analysis
group are a good starting point.
Parent Groups
A Parent Group is a collection of agent groups. Parent groups are used to:
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Implement simultaneous queueing
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Simplify routing scripts by masking the underlying complexity of agent group defini-
tions (multiple schedules, sites, groups, etc.)
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Collect statistics across a set of agent groups
Data sources
Parent group definition typically supports contact routing and may depend on the purpose
of the simulation study. However, if a model is being made of current contact center
operations, insight into parent groupings may be obtained from examination of existing
routing scripts.
Queues
Queues are the mechanism by which contacts and agents interact in the contact center.
Each agent group has a queue associated with it to hold its contacts while they wait to be
handled. Contacts may move from one queue (i.e., one agent group) to another before
being serviced, based upon the routing script that is assigned to that contact name.
Note that while queues are an important concept to understand, the data and logic associ-
ated with queues are specified in the Agent and Script modules and related modules
located on the Script panel (i.e., Queue for Agent module, Transfer to Agent module,
etc.).
Animation
Simulation animation is intended to provide dynamic graphical insight into contact center
conditions. A variety of plots, graphs, and counters are available to animate specific
contact center elements. These animations are often useful for validation and verification
of the contact center model.