Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 46)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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Transfer to Agent
The Transfer to Agent module transfers a contact to the specified agent if available. This
module may only be used in a script within the Prior to Post Contact Work logic of the
Queue for Agent module.
Conference
The Conference module conferences a contact with the primary agent and the specified
conference agent if available. This module may only be used in a script within the After
Talk Time logic of the Queue for Agent module.
Branch
A Branch module serves to implement conditional and probabalistic branching logic. If
the associated condition is true, routing-control flow is transferred to the module
connected to the correponding exit. Flow can be controlled by logical conditions
including: Contact Name, Time In Contact Center, Time of Day, Day, Agent Expressions,
Queue Length, and Probabilities.
Assignment
The Assignment module allows the assignment of a contact’s picture or attribute, a global
variable, or counter.
End Script
The End Script module identifies the end of a script.
Costing
Arena Contact Center Edition currently tracks variable costs associated with contact
center operations. These costs pertain to the use of particular trunk and agent resources.
The total cost incurred for each resource is summarized in the default report.
Agent costs
A busy and idle hourly cost per agent (hourly wage), as well as a per-use cost, can be
associated with each agent group. The busy, idle, and per-use cost of this group over the
simulation planning horizon is calculated based on the following formulas:
Busy Agent Cost = (Busy Hourly Cost) * (Average Number of Busy Agents in Agent Group) *
(Length of Planning Horizon)
Idle Agent Cost = (Idle Hourly Cost) * (Average Number of Idle Agents in Agent Group) *
(Length of Planning Horizon)
Usage Cost = (Per Use Cost) * ( Number of times an agent was seized)