Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 28)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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The relationships between these components are illustrated below.
In addition, the length of the simulation run (see “Planning horizon”) and granularity of
data specification and collection (see Timeslots) need to be specified. Animation and
performance measure reporting are also important components of models.
Planning horizon
The planning horizon is defined as the time period that is being examined by a particular
simulation model. The planning horizon is typically one day, one week, or one month.
Timeslots
The planning horizon is broken into specific timeslots for data specification and
collection. These intervals are typically 30 minutes or one hour long.
With Arena Contact Center Edition, the basic unit of time is the minute. With the
exception of the planning horizon, trunk costs, agent costs, and contact service level, all
inputs are in terms of minutes or fractions of minutes.
Trunk Groups
Pattern
Contacts
Routing Scripts
Parent Groups
(containing one or
more Agent Groups)
Agent
Schedules
Individual
Agents
Queueing to
Agent
Groups
Queueing to
Parent
Groups
Agent Groups
Agent
Skills