Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 68)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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Configuration module
D ESCRIPTION
This module’s purpose is to specify the layout of the contact center simulation. The plan-
ning horizon and all trunk groups applicable to the contact center are defined within this
module.
P ROMPTS
Planning Horizon—Length of the planning horizon chosen from the following pre-
defined list of options: Month, Bi-Week, Week, Day. The planning horizon defines the
length of the simulation run.
Trunk Definitions—This repeat group defines the contact capacity of the contact center in
terms of trunk lines. Trunk groups will be useful in defining different functions within a
contact center and for networked contact centers that are not at the same physical location.
Trunk Group—Text descriptor of the trunk group being defined (e.g., Sales, Dallas
Office, Outsourcer).
Trunk Capacity—Number of trunks in this trunk group.
Inbound Contacts—Indicates if this trunk is used for inbound contacts.
Inbound Contact Script—Routing script for inbound contact associated with this trunk
group, chosen from the list of defined Scripts.