Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 112)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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Wait module
D
ESCRIPTION
The Wait module is used to hold the contact in place for a specified amount of time before
proceeding.
P ROMPTS
Wait Time—Distribution of the delay for the contact.
R EMARKS
When a Wait module is encountered in a routing script, a wait time is generated from the
specified distribution. The contact is then delayed for that amount of time before
proceeding to the next module in the script. This action is used to represent abstractly a
wide variety of routing activities involving delays experienced by the contactor, including
playing welcome messages and announcements, prompting and receiving customer
inputs, transfer times, and being placed on hold for an agent.
E XAMPLE
This example defines a triangular distribution that is used to determine the amount of time
the contact will wait before proceeding to the next module in the script.
Prompt Valid Entry Default
Wait Time Expression (Distributions) 0.0
Prompt Entry
Wait Time TRIA(1,3,5)