Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 55)

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Configuration module. This is a general ease-of-use Arena feature, where named objects
defined in one module may be selected from lists in others.
Figure 5.4 Contact module main dialog
To include donor abandonment in the model, click on the Abandonment button and type
EXPO(2) in the dialog to define an exponential abandonment model where the average
contact abandons after two minutes. Click OK to close the dialog.
D EFINING THE CONTACT ARRIVAL PATTERN —T HE P ATTERN MODULE
The Pattern module is the mechanism for describing the expected contact volumes for all
timeslots within the planning horizon. In the Telethon model, we expect calls to be
distributed evenly throughout the on-air pledge-solicitation period.