Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 64)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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Note that multiple Report modules may be placed to collect as many statistics as
necessary. Varying the timeslot size in separate modules focused on the same statistic will
generate a series of reports detailing that performance measure at various levels of
aggregation (for instance, Donor Call Time averages for each hour, day, and the week as a
whole).
Running the model
The Telethon model is now ready for execution. Before a run, it is a good idea to save the
model. Do so by clicking on the disk icon on the toolbar or by selecting File > Save. After
naming the model (choose a model name other than Telethon.doe so as not to overwrite
the original) and completing the ensuing dialog, the model is ready to run.
Begin the run by selecting Run > Go. Arena will now check the model for any errors and
initiate the run. At this point, the animation tracking the utilization of the volunteer group
should be active, as well as a display of elapsed execution time. When complete, a dialog
will appear asking whether you would like to see the results. Click on Yes to view the
default summary report. The report window may be resized to better view its contents.
When finished viewing the default report, click on File > Exit to return to Arena. At this
point, to leave Run mode and return to the model, click Run > End.
You may also examine the file generated by the Report module that contains statistics on
donor contact times reported in 60-minute intervals.
For more information on the default summary report or the possible output generated
using the Report module, please refer to Chapter 7.
Conclusions
This chapter illustrates the ease of building a simulation model using Arena Contact
Center Edition. The Contact Center environment is designed to require less effort to create
a model in order to allow more attention to be focused on using the simulation to address
and answer key business issues and questions.
While the Telethon model is relatively simple, it does use all seven of the Contact Data
panel modules and six of the Script panel modules. The process of creating a more
complex model is virtually the same, although complex models would generally contain
multiple modules of each type.
With a completed model in hand, you may want to experiment with some of the model
parameters or some advanced options. Try making incremental adjustments to the model
and examining their impact on center performance (as summarized in the output
statistics). Performing these types of “what if?” analyses are common practice in a
simulation study. Here are some potential changes and enhancements to evaluate: