Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 9)

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Welcome to Arena Contact Center Edition
What is Arena Contact Center Edition?
Arena Contact Center Edition is a simulation system developed by Rockwell Automation,
Inc. for the performance analysis of contact centers. It is built on Rockwell Automation’s
Arena simulation system and has been customized to enable its users to build and run
simulation models of contact center operations quickly and easily and to analyze the
results that these models produce.
Intended audience
Arena Contact Center Edition is designed for contact center managers and analysts and
industrial or systems engineers. It is typically deployed as an enterprise business analysis
and productivity tool.
We assume that you are familiar with the basic concepts and terms used in these types of
systems. You are interested in improving business productivity and are responsible for
evaluating and predicting the impact of proposed strategic and tactical changes to help
improve performance. A familiarity with computers and the Microsoft
® Windows ®
operating system is assumed. A familiarity with the concepts and terms used in simulation
is also helpful.
Simulation of contact centers
For contact center managers and analysts, their planning problems are far easier to
describe than to model or to solve.
„
“I’ve got my staffing budget for the next fiscal year, but I don’t know how many
people I need to make service levels, what shifts to hire for, or what skills to train my
workers on.”
„
“Service levels look pretty good right now, but our peak season is coming up. What I
don’t know is how badly our service levels and abandonment rates will suffer if our
forecasts turn out to be too low.”
„
“Our service levels are in bad shape. We are considering either hiring an outsourcer to
help share the handling load or extending our hours. I wish I knew where to get the
most bang for the buck.”
„
“My telecomm guy has a new set of routing scripts to make use of some of our
advanced phone switch capabilities. I wonder how this is going to impact our average
speed of answer and our staff utilization.”