Rockwell-automation Arena Contact Center Edition Users Guide User Manual Page 12
- Page / 204
- Table of contents
- BOOKMARKS
Rated. / 5. Based on customer reviews
ARENA CONTACT CENTER EDITION USER’S GUIDE
4
• • • • •
Arena Contact Center Edition is a Microsoft
®
Windows
®
operating system-based
simulation system. It is one of a family of application solution templates (ASTs) built on
top of the Arena simulation system, leveraging Arena’s development environment to
create a focused and easy-to-use tool for contact center managers and analysts.
Where can I go for help?
Our commitment to your success starts with the suite of learning aids and assistance we
provide for Arena. Whether you’re new to simulation or a seasoned veteran putting a new
tool to use, you’ll quickly feel at home with the Arena Contact Center Edition.
Reference the user’s guides
The documentation set includes this manual, Arena Contact Center Edition User’s Guide,
which cover the product basics; the Arena User’s Guide, which covers the standard
product modules and offers an easy, “click-by-click” tutorial; and the Variables Guide, a
separate reference booklet providing complete descriptions of Arena variables found in
the Arena product templates.
D
OCUMENT
CONVENTIONS
Throughout the guides, a number of style conventions are used to help identify material.
New terms and concepts may be emphasized by use of italics or bold; file menu paths are
in bold with a (>) separating the entries (e.g., go to Help > Arena Help); text you are
asked to type is shown in Courier Bold (e.g., in this field, type
Work Week
), and dialog
and window button names are shown in bold (e.g., click OK).
Explore our examples
Arena is accompanied by a number of sample models that illustrate many of the
commonly used approaches for capturing the essence of manufacturing processes.
Examples are provided for both job shop and flow shop environments. For a description
of and list of Arena’s examples, go to Help > Arena Help. On the Contents tab, choose
Model Building Basics, and then select Viewing Arena Example Models.
Get help
Online help is always at your fingertips! Arena incorporates the latest in help features,
including What’s This? help that displays a brief description of fields in dialogs, context-
sensitive help on menu and toolbar buttons, and a help button on each of Arena’s mod-
ules. Just refer to the Arena help table of contents and index for a list of all help topics.
- 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
Related products and manuals for Equipment Rockwell-automation Arena Contact Center Edition Users Guide
Equipment Rockwell-automation 2090-CTHP8 Kinetix 6000M Hybrid Power Terminator I User Manual
(8 pages)
(8 pages)
Equipment Rockwell-automation 2097-Vxxx Kinetix 300 EtherNet/IP Indexing Servo D User Manual
(230 pages)
(230 pages)
Equipment Rockwell-automation 2090-CFxxx 2090-Series Motor/Actuator Cable Instal User Manual
(20 pages)
(20 pages)
Equipment Rockwell-automation 2500 CENTERLINE MCC Joining and Splicing Columns User Manual
(24 pages)
(24 pages)
Equipment Rockwell-automation 2727 MobileView Machine Terminal and Guard Termina User Manual
(4 pages)
(4 pages)
Equipment Rockwell-automation 7477-IC2VC Plant PAx Server and Workstation Bundle User Manual
(2 pages)
(2 pages)
Equipment Rockwell-automation 6176M-xxxx Standard Industrial Monitors Installati User Manual
(24 pages)
(24 pages)
Equipment Rockwell-automation 2090-CHBIFS8-12AA Kinetix 6000M IPIM to IDM Hybrid User Manual
(8 pages)
(8 pages)
© 2020, manymanuals.com. All rights reserved. | 1.342 s |
Manymanuals.com
Manymanuals.de
Manymanuals.fr
Manymanuals.it
Manymanuals.pl
Manymanuals.cz
Manymanuals.es
Manymanuals-pt.com
Comments to this Manuals