Arena Material: chapter 5 - AS Nida
Arena Material: chapter 5 - AS Nida Arena Material: chapter 5 - AS Nida
odel 5-1: Simple Call Center ales Calls Assign module – change Entity Type, Picture Process module Seize-Delay-Release Seize a unit of Sales Resource Sales calls priority over order-status calls that seek a person? Queue data module, Process Sales Call.Queue – Type = Lowest Attribute Value Attribute Name = Sales Call Priority Not the only way to do thi Undefined for sales calls, so has value 0 ... will set to 1 for order-status calls that seek a person, putting sales calls ahead in the queue – Shared queue (with order-status calls seeking a person) Proceed to system-exit logic
odel 5-1: Simple Call Center rder-Status Calls Assign module – change Entity Type, Picture Delay block (Blocks panel) for robo-chat Includes Store/Unstore logic – alternative to earlier method – No automatic entry in Storage data module, so must enter manually Decide module No sales person required – go directly to system-exit logic Sales person required: – Assign module – set Sales Call Priority Attribute to 1 so these will have lower priority than real sales calls – Seize module for a unit of Sales resource Define Queue Name = Process Sales Call.Queue – shared with sales calls Process module does not allow for specifying a shared queue, so can’t use here – Delay for conversation with sales person – Release the unit of Sales resource Proceed to system-exit logic
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odel 5-1: Simple Call Center<br />
ales Calls<br />
Assign module – change Entity Type, Picture<br />
Process module<br />
Seize-Delay-Release<br />
Seize a unit of Sales Resource<br />
Sales calls priority over order-status calls that<br />
seek a person?<br />
Queue data module, Process Sales Call.Queue<br />
– Type = Lowest Attribute Value<br />
Attribute Name = Sales Call Priority<br />
Not the only<br />
way to do thi<br />
Undefined for sales calls, so has value 0 ... will set to 1 for order-status calls that<br />
seek a person, putting sales calls ahead in the queue<br />
– Shared queue (with order-status calls seeking a person)<br />
Proceed to system-exit logic
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