Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 109)

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Queue for Agent module
D ESCRIPTION
The Queue for Agent module places the contact within the specified agent group queue
where it is ranked according to its priority.
The option to access external logic is available with the Queue for Agent module. If one
or more of the check boxes are checked, entry and exit points are made available to the
module. You may connect other blocks of logic to the module via these entry and exit
points. There are restrictions with using external logic: 1) the original contact must return
to the module, 2) the Transfer to Agent module can only be used within the “Prior to Post
Contact Work” external logic, 3) the Conference module can only be used within the
“After Talk Time” external logic, and 4) any delays will be included in the handle time
and time in contact center statistics.
(Group Type)—This radio button determines whether the contact will queue for an agent
group or a parent group of agents.
Agent Group—Name of the agent group.
Parent Group—Name of the parent group.
Selection Rule—This field, visible if Group Type is Parent Group, defines the rule used to
determine which agent is selected from among multiple member agent groups.
Advanced—This dialog supports several options to access external logic.
After seizing agent—Allows the contact entity to access external logic after seizing an
agent (before talk time starts).
After talk time—Allows the contact entity to access external logic after talk time.