Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 76)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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Pattern module
D ESCRIPTION
This module defines contact arrival patterns of particular contact names. The pattern is
based on the planning horizon and timeslot structure. A distribution is constructed from
the expected contact counts entered for each timeslot.
P
ROMPTS
Pattern—Text descriptor of the contact pattern being defined (e.g., Windows, DOS).
Planning Horizon—Length of the planning horizon chosen from the following pre-
defined list of options: Month, Bi-Week, Week, Day.
Timeslot (in minutes)—Length of the intervals composing the pattern: 30 or 60 minutes.
Scale Factor—Method of scaling the arrival pattern data up or down. Each timeslot value
will be multiplied by the scale factor to determine the expected total contacts for each
timeslot.