Rockwell Automation Arena Contact Center Edition Users Guide User Manual
Arena, Contact center
Table of contents
Document Outline
- Contents
- Welcome to Arena Contact Center Edition
- Introduction to Simulation
- General Concepts
- Features
- Different stages in the contact life span
- Contact arrival (required)
- Blocked contacts (required)
- Offered contacts (required)
- Abandoned contacts (optional)
- Disconnected contacts (optional)
- Contacts leaving messages (optional)
- Handled contacts (required)
- Talk time (required)
- Conference (optional)
- Transfer (optional)
- After-contact work (optional)
- Contact back (optional)
- Queue behavior
- Routing script construction
- Costing
- Miscellaneous features
- Different stages in the contact life span
- Getting Started
- The Contact Data Panel
- The Script Panel
- Begin Script module
- Queue for Agent module
- Remove from Queue module
- Wait module
- Priority module
- Message module
- Disconnect module
- Overflow module
- Transfer to Script module
- Transfer to Agent module
- Conference module
- Branch module
- Assignment module
- End Script module
- Script restrictions
- Arena Contact Center Edition script examples
- Reports
- Case Studies
- Reserved Words
- Reports
- Index