Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 52)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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center model and will possess the navigational skills necessary to work comfortably in the
Arena environment.
This example is also used to illustrate the module descriptions within Chapters 6 and 7.
Additionally, Chapter 9 contains several complete case studies, which may be used for
further practice with the template.
Defining the business application
The simple contact center model used to demonstrate the Contact Data and Script
template panels deals with the organization of a pledge drive for a local public radio
station. Each weekday morning during an on-air solicitation period, donors will be calling
in to make their pledges to a 12-member volunteer staff manning the company’s 24-line
phone bank. From a business perspective, there are a limited number of potential donors,
so the number lost due to busy signals or abandonment must be minimized. Therefore,
from a contact center perspective, the key performance measures are blocked contacts and
average speed of answer.
Once the basic model is in place, it will be used to assess the wait time faced by donors
and analyze the impact of various levels of contact volume on the performance of the
center. This will allow station management to determine whether an investment in
additional phone lines and/or contract telereps would be justified.
Model overview
This simple model consists of:
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1 week-long planning horizon, divided into hourly intervals
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1 trunk group (with 24 lines)
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1 agent group (with 12 volunteer members)
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1 schedule (6:00 am-10:00 am, Monday-Friday)
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1 contact name (donor)
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1 routing script (queue, wait, and take message)
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1 pattern (estimated contact volume by hour)
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Animation (Agent Number Busy, Callers Waiting, etc.)
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Reporting
Model construction
Once the Arena application has been started, a new model window is automatically
opened. If you need to open another new window, select File > New. Select Model
Window from the presented dialog and click OK. If you are not familiar with resizing
model windows or placing and editing modules, please refer to Arena online help.