Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 86)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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Contact module
D ESCRIPTION
This module defines the contact names handled by the contact center. The Contact module
drives the modeling effort in that most important aspects of the simulation are defined in
relation to contacts. Important contact behavior to be specified within this module
includes: talk time, contact back and abandonment propensity, contact return properties,
as well as several advanced capabilities that expand on these.
P ROMPTS
Contact Type—Defines the type of contact (e.g., Call, Email, Fax, Web Hit or Other).
Option—Defines a contact as inbound or outbound.
Contact Name—Text descriptor of the contact being defined (e.g., Reservations).
Pattern—Associated Pattern, chosen from the list of the defined Patterns.
Expected Talk Time—Average talk time for contacts of Contact Name. This value is used
as the mean of an exponential distribution from which talk time values are generated for
each contact.
Trunk Group—Associated Trunk Group, chosen from the list of the defined Trunk
Groups.