Rockwell Automation Arena Contact Center Edition Users Guide manuals

Owner’s manuals and user’s guides for Equipment Rockwell Automation Arena Contact Center Edition Users Guide.
We providing 1 pdf manuals Rockwell Automation Arena Contact Center Edition Users Guide for download free by document types: User Manual


Table of contents

Contact Center

1

Contents

3

4 • Features 27

4

5 • Getting Started 41

5

6 • The Contact Data Panel 59

5

7 • The Script Panel 99

6

8 • Reports 123

6

Index 193

7

9 • Case Studies 137

7

A • Reserved Words 187

7

B • Reports 189

7

Intended audience

9

Simulation of contact centers

9

• • • • •

10

Where can I go for help?

12

Reference the user’s guides

12

Explore our examples

12

Get help

12

Use the SMARTs library

13

Get phone support

13

Get Web support

14

Get training

14

Get consulting services

14

Contact us

14

Introduction to Simulation

15

Advantages of simulation

17

The simulation process

18

Experimental design

22

Input data

23

Verification and validation

24

References

26

General Concepts

27

Planning horizon

28

Timeslots

28

Contact types

29

Data sources

29

Arrival pattern

29

Trunk Groups

30

Routing Scripts

30

Agent Skill Sets

31

Schedules

31

Agent Groups

31

Parent Groups

32

Animation

32

Features

35

Contact arrival (required)

36

Blocked contacts (required)

36

Offered contacts (required)

37

Abandoned contacts (optional)

37

Handled contacts (required)

38

Talk time (required)

39

Conference (optional)

39

Transfer (optional)

40

After-contact work (optional)

40

Contact back (optional)

41

Queue behavior

41

Queue construction

42

Queue ranking

42

Agent selection

43

Skill-based routing

44

Routing script construction

44

Begin Script

44

Queue for Agent

44

Getting Started

49

Panels and modules

50

Model overview

52

Model construction

52

Running the model

64

Conclusions

64

The Contact Data Panel

67

Configuration module

68

Schedule module

71

Pattern module

76

Agent module

79

Contact module

86

Animate module

94

Report module

102

The Script Panel

107

Queue for Agent module

109

Remove from Queue module

111

Wait module

112

Priority module

113

Message module

114

Disconnect module

116

Overflow module

117

Transfer to Script module

118

Transfer to Agent module

119

Conference module

120

Branch module

122

Assignment module

126

End Script module

127

Script restrictions

128

8 • Reports

131

Agents and Trunks report

132

Trunk Summary

132

Agent Summary

132

Contact Times

133

Contact Counts

134

Other Contact Data

135

Case Studies

145

Example 2—Bank model

152

Example 5—Teamwork model

175

Example 6—Multi-site model

184

Other examples

193

Outbound/blend examples

193

Reserved Words

195

Agent and Trunks

197





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