Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 65)

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Increase the volume of donor calls. What impact does this have on blocking,
abandonment, and agent utilization?
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Alter the number of agents and/or trunk lines. What impact does this have on customer
service?
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Add animation to show counts of abandoned calls.
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Generate a report containing counts of calls generated, blocked, abandoned, and
handled.
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Add contact back in the case of abandonment.
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Add a new agent group to process “lifetime memberships” and transfer 10% of the
calls to this group following their service with the regular volunteer group.
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Extend the telethon’s hours of operation (remember that both arrival pattern and agent
schedules must be adjusted).
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Add an agent group to handle overflow from the regular volunteers after calls have
been on the line more than one minute. Modify the routing script to overflow calls to
this group.