Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 147)

9 • C ASE S TUDIES
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Figure 9.2 Conceptual illustration of contact center call abandonment and contact back
The data detail for the Bilingual Contact Center example
M ODEL FILE
The Bilingual Center example model can be found in bilingual.doe.
C ONFIGURATION MODULE
The following table illustrates the setup of a weekly planning horizon for the Bilingual
Center case study. A single trunk group with 100 lines is also defined.
Table 9.1 Configuration module—Bilingual Center
Prompt Entry
Planning Horizon Week
Trunk Definitions
Trunk Group Central Trunks
Trunk Capacity 100
Inbound Contacts Checked
Inbound Contact Script English Script
Inbound Contact Priority 5
Call arrives
in contact center
If no agent
by this time, call
abandons here.
Contact back
arrives in contact
center here.
25% of calls abandoned--
do not produce a contact back
75% of calls abandoned--
produce a contact back after
20 minutes
Time to abandon:
random value
based on expo(2)
distribution
TIME
From here, a contact back is
treated like any other contact