Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 89)

6 • T HE C ONTACT D ATA P ANEL
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Selection Rule—Rule used to determine which agent is selected from among multiple
member agent groups.
Talk Time Distribution—Overrides default talk-time distribution by allowing specifi-
cation of any general distribution.
After Contact Time—Specifies the distribution for after-contact delay. This is the
amount of time the primary agent spends in contact wrap-up before becoming ready
for another contact.
Service Level (seconds)—Number defining the target amount of time in seconds
(service level) by which this Contact Name should be answered. The percentage of
contacts meeting this target is reported in the simulation output.
Can Preempt—Indicates whether a contact of Contact Name can preempt another
contact that is being served by an agent.
Can Be Preempted—Indicates whether a contact of Contact Name currently being
serviced by an agent can be preempted by another contact.
Contact Picture Name—Defines the name of the entity symbol used for animating
Contact Name contacts.
Create Contact—Indicates if a Contact Name contact is created when another entity
executes the Contact module.
Contact Characteristics—Dialog that allows the assignment of user-defined contact
attributes or user-defined global variables.
Assignments—Specified one or more assignments that will be made when a
contact of Contact Name is generated.
[Assignment Type]—Type of assignment to be made. This is a choice of either a
user-defined contact attribute or global variable.
Contact Attribute Name—Name of the user-defined contact attribute that will be
assigned a value when a contact of Contact Name is generated.
Global Variable Name—Name of the global variable being assigned.
Value—Assignment value of the attribute or variable.
Contact Return check box—Displays a dialog that defines return contact characteristics.
Contact Return—Dialog that specifies contact return behavior.
Priority—Integer used to rank returned contacts in an agent’s queue.
[Contact Return Logic Type]—Determines whether a returned contact follows a script
or is queued for an agent.