Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 47)

4 • F EATURES
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Trunk costs
A cost per trunk hour can be associated with each trunk group. The total cost of operating
this trunk group over the simulation planning horizon is calculated based on the total
number of hours each trunk line is in use, analogous to the following formula:
Total Trunk Cost = (Cost/Hour) * (Number of Trunks in Trunk Group) * (Utilization) * (Length
of Planning Horizon)
Miscellaneous features
Pattern entry
Patterns are defined by entering the expected number of contacts for each timeslot. The
Scale Factor field is used to increase or decrease globally the expected number of contacts
per timeslot. The Scale Factor value is multiplied by the value entered for each timeslot.
Agent states
Schedules are composed of individual time periods or shifts. An agent state is associated
with each shift. The main purpose of the agent state is to differentiate between on- and
off-duty states. The off-duty states currently are used only for documentation purposes and
to aid in model validation.
Individual agents
Most Arena Contact Center models deal with groups of agents where individual agents are
represented only in generic terms. In some situations, it is necessary to extend the level of
detail to include individual agents. This is done by defining agent groups containing
single agents (Number of Agents: 1). This allows each individual to have custom contact-
handling skills and follow his own schedule. These “individuals” are grouped together as
members of a parent group.
When a parent group is composed entirely of individual agents, contacts may be routed to
the specific agent who has been available for the longest time (see “Selection Rules”
under Queue for Agent module).
Advanced configuration agents
The following features are available in the Advanced section of the Configuration module:
R
EPLICATIONS
Each simulation run, or replication, is equivalent to a single execution of an experiment.
Sometimes, to obtain results that are statistically conclusive, it is necessary to conduct