Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 87)

6 • T HE C ONTACT D ATA P ANEL
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Contact Back—Dialog that defines contact-back behavior:
Contact Back Reasons—Blocked, Disconnected, Message, Abandoned, Served.
Probability—Numerical expression for probability of contact back.
Wait Time—Distribution for the delay (in minutes) before contacting back.
Abandonment—Specification of Abandonment module to apply to the contact.
Wait Time Until Abandonment—Distribution specifying time until abandonment.