Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 33)

3 • G ENERAL C ONCEPTS
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Gener
al Co
ncep
ts
Performance measures/reporting
In addition to a default report covering the entire planning horizon, there are focused
reports that collect and report data by user-defined timeslot. These results quantify the
impact of various changes on contact center operations. Contact center reports are avail-
able for:
„
Contact counts
„
Contact times
„
Agent utilization
„
Trunk utilization
„
Overflow
The output of these reports is discussed in detail in Chapter 7.