Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 35)

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Features
This chapter is intended to provide a description of all Arena Contact Center Edition
features. Once you have read this chapter, you will have a better understanding of the
capabilities of the software and the simulation process.
The features described in this chapter are organized as follows:
„
Different stages in the contact life span
„
Queue behavior
„
Routing script construction
„
Costing
„
Miscellaneous features
Different stages in the contact life span
This section describes the potential avenues that a contact may travel as it moves through
the contact center, as shown in Figures 4.1 and 4.2. Each stage is described and identified
as either optional or required to the model. Particular attention is given to the module(s)
involved in each stage.
Figure 4.1 The path of a contact before processing begins
Contact arrives
in Contact Center
TIME
If not blocked,
disconnected, or abandoned, the contact
reaches the front of its queue here.
If no trunk line is available, the
contact is blocked from entering the
Contact Center. While queueing, a contact may
become disconnected or leave a
message and hang up. Depending on its abandonment distribution
and amount of time spent in queue, the
contact may abandon the queue.
If not blocked, the contact follows its
script and begins to queue for agent
group or parent group Contact seizes agent,
begins to receive service
here.
Depending on model input, these contacts may be eligible for contact back.