Download User Manual - Abstract Micro Systems

CONTACT ROUTING SIMULATOR
USER’S MANUAL
TABLE OF CONTENTS
1
INTRODUCTION ............................................................................................................................... 4
1.1
1.2
1.3
1.4
1.5
1.6
2
THE CONTACT ROUTING PROBLEM ......................................................................................... 7
2.1
2.2
2.3
2.4
2.5
3
KEY PERFORMANCE MEASURES ................................................................................................... 32
CROSS TABULATIONS ................................................................................................................... 33
PERFORMANCE DETAILS .............................................................................................................. 34
COST/REVENUE ANALYSIS .......................................................................................................... 35
A FINAL NOTE .............................................................................................................................. 38
APPENDIX: C_DBS REFERENCE ................................................................................................ 39
7.1
7.2
7.3
8
SCENARIO EDITOR OVERVIEW ..................................................................................................... 20
USING THE EMPTY SCENARIO TEMPLATE TO CREATE A NEW SCENARIO ..................................... 20
ADD OR REMOVE A SITE, WORKLOAD SOURCE, AGENT GROUP, ETC. ......................................... 21
SCENARIO EDITOR WINDOWS ...................................................................................................... 22
LIMITATIONS OF SCENARIO EDITOR............................................................................................. 32
INTERPRETING RESULTS ........................................................................................................... 32
6.1
6.2
6.3
6.4
6.5
7
BUTTONS ON THE SIMULATOR CONSOLE ..................................................................................... 17
TEXTBOXES ................................................................................................................................. 18
COMPLETION ............................................................................................................................... 19
SCENARIO EDITOR ....................................................................................................................... 20
5.1
5.2
5.3
5.4
5.5
6
GENERAL SIMULATION PARAMETERS ........................................................................................... 10
CONTACT SOURCE PARAMETERS .................................................................................................. 10
CONTACT HANDLING RESOURCES ................................................................................................ 12
MATCHING CONTACTS WITH AGENTS........................................................................................... 12
COST/REVENUE PARAMETERS ..................................................................................................... 14
ADVANCED PARAMETERS ............................................................................................................ 14
RUNNING A SIMULATION ........................................................................................................... 17
4.1
4.2
4.3
5
ROUTING BASICS ............................................................................................................................ 7
OBJECTIVES AND CONSTRAINTS ..................................................................................................... 7
TECHNOLOGY OPTIONS .................................................................................................................. 8
NETWORK CONTROL OPTIONS ........................................................................................................ 8
MEASUREMENT ISSUES .................................................................................................................. 9
PREPARING INPUTS ...................................................................................................................... 10
3.1
3.2
3.3
3.4
3.5
3.6
4
WHAT IS SIMULATION? .................................................................................................................. 4
WHY BOTHER TO SIMULATE? ......................................................................................................... 4
DESIGN OF CONTACT ROUTING SIMULATOR .................................................................................. 4
INPUTS AND OUTPUTS .................................................................................................................... 5
COMPUTER CONFIGURATION .......................................................................................................... 5
PLAN FOR THIS MANUAL ................................................................................................................ 6
NEED FOR PRECISE SPECIFICATIONS AND DEFINITIONS ............................................................... 39
STRUCTURE OF THE C_DBS WORKSHEET ................................................................................... 39
COLUMN DEFINITIONS IN C_DBS ................................................................................................ 40
APPENDIX: A_DBS REFERENCE ................................................................................................ 42
8.1
8.2
NEED FOR PRECISE SPECIFICATIONS AND DEFINITIONS ............................................................... 42
STRUCTURE OF THE A_DBS WORKSHEET ................................................................................... 43