Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 136)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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Contact Count Statistics report
Contact Count Statistics for [Contact Type] by [N] Minute Time Period
This report records, for each timeslot, the number of contacts entering various stages
within the contact lifespan. Each report covers a particular Contact Name.
Note that contact counts are updated as soon as the corresponding event occurs. This
implies that counts pertaining to a single contact may be spread across timeslots. For
example, a contact may be created in one timeslot, but handled in another.
Table 8.2 Contact Count Statistics report column description
Column Heading Description
Contacts Waiting The number of contacts waiting for an agent, as of the end of the
specified timeslot
Contacts In System The number of contacts in the contact center, as of the end of the
specified timeslot
Contacts Created The number of contacts created according to the contact pattern that
attempts to enter the system
Contact Backs The number of previously created contacts that are attempting to return
to the contact center
Contacts Blocked The number of contacts that were denied access to the contact center due
to lack of available trunk lines
Contacts Offered The number of contacts that were assigned a trunk line and successfully
enter the contact center
Contacts Abandoned The number of offered contacts that abandon the contact center prior to
being connected to an agent
Disconnected Contacts The number of offered contacts that are disconnected by the phone
system
Messages Left The number of offered contacts resulting in a message
Contacts Handled The number of offered contacts that are connected to an agent