Rockwell-automation Arena Contact Center Edition Users Guide User Manual Page 193
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9 • CASE STUDIES
185
• • • • •
9 • Case Studies
Other examples
Outbound/blend examples
Any of the preceding examples could easily be imagined to be a pure Outbound contact
center. Instead of contacts coming in and being served by available agents, available
agents are making contacts to outside customers.
A Blended contact center (processing Inbound and Outbound contacts) could be modeled
through careful use of contact priorities and patterns. Outbound contact names would be
assigned a lower priority, and therefore always would be waiting for an available agent to
dial them when no Inbound contacts are waiting.
- 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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