Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 152)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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waiting a random amount of time following an exponential distribution with a mean of
2 minutes prior to abandoning. Seventy-five percent of calls will contact back after
abandoning, but not if they are blocked. Finally, the default script provided from the trunk
is overridden to employ a specific script for each contact name.
Table 9.6 Contact modules—Bilingual Center
Example 2—Bank model
Overview and business objective
In this case study, the business objective is to model a customer service center for a bank
where each agent can handle any type of contact, but is able to handle contacts within
their specialty more efficiently than others. Account Balance, Savings, and Checking
contacts are processed by this contact center, and specialty groups have been created for
everything but common account balance inquiries.
The impact of different contact loads on the utilization of the agent groups is of interest, as
well as the handle time of each contact name type. In particular, the goal is to maximize
Prompt Entry
Contact Name English/Spanish
Pattern Weekly Pattern
Trunk Group Central Trunks
Contact Back
Contact Back Reason Abandoned
Probability 0.75
Wait Time 20
Abandonment
Wait Time Until Abandonment EXPO(2)
Advanced
Override Trunk Script Checked
(Override Type) Script
Routing Script English Script/Spanish Script
Talk Time Distribution UNIF(3,7)/UNIF(4,6)