Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 119)

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Transfer to Agent module
D ESCRIPTION
The Transfer to Agent module directs a contact from one agent group to another. This
module is for use within the Queue for Agent module only.
P
ROMPTS
(Group Type)—Determines whether the contact will queue for an agent group or a parent
group of agents.
Agent Group—The name of the agent group.
Parent Group—The name of the parent group.
Selection Rule—Determines which agent is selected from among multiple available agent
groups.
Transfer Talk Time—Delay time incurred by the contact with the transfer agent.
Prompt Valid Entry Default
(Group Type) Agent Group, Parent Group Agent Group
Agent Group Symbol Name [Agent Group] Agent Group 1
Parent Group Symbol Name [Parent Group] Parent Group 1
Selection Rule First Available, Longest Available,
Uniform by Availability Uniform by Availability
Transfer Talk Time Expression (Distributions) 0.0