Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 62)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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Place and connect a Message module after the Remove from Queue module in the model
window. Open the main dialog and enter .5 into the Message Wait Time field as
illustrated in Figure 5.14. Note the check boxes for contact back and contact return
options. Since neither contact back nor contact return were defined in the Donor Call
module, the values specified here are irrelevant.
Figure 5.14 Message module main dialog
To complete the script, place and connect an End Script module after the Message module
in the model window. This module has no required values to enter.
This script will model a call immediately queueing for a volunteer. It will implement a
two-minute wait before activating the recording of a 30-second voice mail message. The
completed script is shown in Figure 5.15.
Figure 5.15 Direct routing script
A DDING REAL - TIME GRAPHICS —T HE A NIMATE MODULE
Animation is often useful to provide visual insight into contact center conditions during a
simulation run. In the Telethon model, agent utilization is a valuable indicator of whether
the size of the volunteer staff is adequate to handle all donor calls—a critical component
in making the pledge drive a success. Therefore, we will animate the utilization level of
the volunteer group both numerically and with a plot.