Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 50)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
42
• •
•
•
•
each report. At this point, to leave Run mode and return to the model, click on Run >
End.
For more detail on your options during the simulation run, please consult Arena online
help.
Finally, select File > Close to complete the demonstration. The remainder of this chapter
will show the step-by-step process of building the telethon model.
General modeling skills and concepts
Panels and modules
There are two template panels associated with Arena Contact Center Edition: Contact
Data and Script. The Contact Data panel contains modules that are used to describe the
various aspects of the contact center, such as a contact name or an agent group. The
Contact Data modules are:
„
Pattern
„
Contact
„
Schedule
„
Agent
„
Animate
„
Report
The Script panel contains modules that are used to create a contact’s routing script. A
script is a sequence of actions that controls the flow of a contact through the center’s
system. The Script modules are:
„
Begin Script
„
Queue for Agent
„
Remove from Queue
„
Wait
„
Priority
„
Message
„
Disconnect
„
Overflow
„
Transfer to Script
„
Transfer to Agent
„
Conference
„
Branch
„
Assignment
„
End Script