Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 135)

8 • R EPORTS
127
•
•
•
• •
8 •
Repor
ts
Blocked—The total number of contact backs generated due to blocked contacts for the
duration of the simulation.
Disconnected—The total number of contact backs generated due to disconnected contacts
for the duration of the simulation.
Message—The total number of contact backs generated due to messages for the duration
of the simulation.
Served—The total number of contact backs generated due to served contacts for the
duration of the simulation.
Other Contact Data
Contact Counts is broken into four groups: Service Level, Abandoned Percent, Blocking
Percent, and Contact Return Counts. Listed below are the statistics reported for each
group. Each group displays a value for each contact type defined in the system.
S ERVICE L EVEL
Percent—The number of contacts answered within the specified service level divided by
the number of contacts that enter the system.
Target Level—The number of seconds, specified in the Contact module, for a contact’s
service level.
Abandoned Percent—The number of contacts abandoned divided by the number of calls
that enter the system.
Blocking Percent—The number of contacts blocked divided by the number of contacts
generated.
C ONTACT R ETURN C OUNTS
Abandoned—The total number of contact returns generated due to abandoned contacts.
Outstanding—The total number of messages for which no action was taken (a contact
return). Note that this counter is incremented even when Disable Contact Return is
checked in the Message module or when Contact Return is not checked in the Contact
module.
Returned—The total number of return contacts made due to messages generated.