Rockwell-automation Arena Contact Center Edition Users Guide User Manual Page 131
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8
8 • Reports
Reports
Arena Contact Center Edition produces the following eight reports:
Agents and Trunks
Contact Times and Counts
Contact Count Statistics
Contact Time Statistics
Agent Group Utilization
Parent Group Utilization
Trunk Group Utilization
Overflow Count Statistics
This chapter describes each type of report.
The “Agents and Trunks” and the “Contact Times and Counts” are produced by default
with each simulation run. These reports are generated using Business Objects
®
Crystal
Reports
®
. The output statistics are stored in an Access database where Crystal Reports
retrieves the data to generate these two reports.
Other reports are custom generated by the user, using the Report module. In each report, a
timeslot is defined and the appropriate statistics are then collected and reported for each
timeslot in the planning horizon. Therefore, each of the custom reports contains a set of
columns indicating the number of the timeslot within the planning horizon, as well as the
corresponding week and day of the timeslot. The number of the timeslot within the day is
also provided. This common section is described as follows:
Table 8.1 Timeslot column descriptions
Each report also contains a report header listing the name of the simulation model, the title
of the particular run, and the date and time the run was performed.
Column Heading Description
Timeslot The number of the timeslot within the planning horizon for which the
statistics were collected
Week The number of the week within the planning horizon on which the statistics
were collected
Day The number of the day of the week on which the statistics were collected
Daily Timeslot The number of the timeslot within the day on which the statistics were
collected
- 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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