Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 36)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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Figure 4.2 The path of a contact after processing begins
Contact arrival (required)
For each timeslot, contacts of a particular name arrive according to a Poisson process with
an arrival rate based on the expected contact volumes per timeslot, which are defined in
the associated pattern module. Upon arrival at the contact center, a contact is assigned to a
trunk line from the trunk group associated with that contact name.
Arrivals may also be generated by contact returning to the contact center (contact backs)
after being blocked, abandoned, or disconnected, as well as contact backs due to messages
or previously “served but unresolved” contacts.
R ELEVANT MODULES AND RELATED CONCEPTS
„
Patterns are defined in the Pattern module and associated with a contact name in the
contact module.
„
Trunk groups are defined in the Configuration module and associated with a contact
name in the Contact module.
Blocked contacts (required)
When there are no available trunk lines in the relevant trunk group to accommodate an
arriving contact, the contact is blocked. Depending on the model, blocked contacts may
attempt to contact back following a specified delay.
R ELEVANT MODULES AND RELATED CONCEPTS
„
Trunk groups are defined in the Configuration module and associated with a contact
name in the Contact module.
Contact begins to
receive service from
an agent
TIME
Contact completes
service
*ACW: "After Contact Work" is time spent by an agent
on finishing a contact (paperwork, logging, etc.) after the
contact itself has been completed. Contact departs center (may
contact back based on model
input data)
Contact receives service from primary agent.
Depending upon input data, contact may also
receive service from conference agent. Contact transferred to
another agent or to a script
(remains in the center)
ACW*