Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 41)

4 • F EATURES
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Time distribution may be specified in the Advanced section of the Contact module. An
individual after-contact time is generated from this distribution for every contact of this
contact name.
The primary agent completes all after-contact work, beginning immediately upon comple-
tion of primary service. Primary service includes any activity if specified in the After Talk
Time logic of the Queue for Agent module (e.g., conferences with other agents).
R ELEVANT MODULES AND RELATED CONCEPTS
„
The After Contact Time distribution is defined in the Advanced section of the Contact
module.
„
Talk time is described earlier in this section.
Contact back (optional)
Contacts can terminate in one of the following ways:
„
Blocked
„
Abandoned
„
Disconnected
„
Served
„
Message
In each case, there is a certain probability that the contactor will attempt to return to the
contact center for more service. Therefore, for each case, the probability of contact back
and a distribution on the amount of time the contactor will wait before contacting back
may be specified.
Served contacts are those that leave the contact center immediately following service from
an agent.
R ELEVANT MODULES AND RELATED CONCEPTS
„
Contact back is defined in the Contact Back section of the Contact module.
„
Blocked contacts are described earlier in this section.
„
Abandoned contacts are described earlier in this section.
„
Disconnected contacts are described earlier in this section.
„
Handled contacts are described earlier in this section.
„
Contacts leaving messages are described earlier in this section.
Queue behavior
The relationship between contacts and queues can be divided primarily into three
categories: