Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 95)

6 • T HE C ONTACT D ATA P ANEL
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If Data Object = Contact:
Contact Name—Selection of the Contact Name to animate, from a list of all defined
Contact Names.
Contact Statistic Type—Selection of the Contact Statistic Type to animate. Choices
include:
Contact Count—Running total number of contacts in particular stages.
Contact Back Count—Running totals of contact backs by contact-back reason.
Contact Times—Average time contacts spend in a particular state.
Percentages—Percentages of contacts in various categories.
Contact Data—Selection of the particular real-time statistic to animate. Choices depend
on the Contact Statistic Type being animated and are summarized in Table 6.1.
Table 6.1 Summary of Contact Statistic Type
Contact Statistic Definition
Contact Count
Created Count of number of original contacts created
Blocked Count of the number of blocked (denied entry) contacts
Offered Count of the number of contacts entering the center
Abandoned Count of the number of contacts that abandon (hang up) before being
connected to an agent
Handled Count of the number of contacts connected to an agent
Serviced in X minutes Count of the number of contacts connected to an agent within the
specified service-time cutoff
Leaving Message Count of the number of contacts leaving messages
Disconnected Count of the number of contacts disconnected
In System Count of the number of contacts currently in the contact center
Waiting Count of the number of contacts currently waiting for service