Rockwell Automation Arena Contact Center Edition Users Guide User Manual
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Th
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R
EMARKS
The Branch module is used to simplify routing scripts by separating common elements
and functions so they may be executed as subroutines by multiple scripts. It may also be
useful in matching the design of the actual routing scripts in the phone switching system.
The last Branch specified should be an Else.
Prompt
Valid Entry
Default
Branch Type
If, With, Else
If
Condition
Agent Availability, Contact Attribute
Value, Contact Priority, Contact Name is,
Day is, General Expression, Queue Length,
Time in Call Center, Global Variable Value,
Time of Day, Agent Expressions
Contact Name is
Agent Group
Symbol Name [Agent Group]
Agent Group 1
Contact Attribute Name
Symbol Name [Contact Attribute]
Attribute 1
(Contact Attribute Value) Expression
1
(Contact Priority)
Expression
1
Contact Name
Symbol Name [Contact]
Contact 1
Day
Monday, Tuesday, Wednesday, Thursday,
Friday, Saturday, Sunday
Monday
SIMAN Expression
Expression
Required
Agent Queue
Symbol Name [Agent Group]
Agent Group 1
(Agent Queue Length)
Expression
1
(Time in Call Center)
Expression
1
Global Variable Name
Symbol Name [Variable]
Variable 1
(Global Variable Value)
Expression
1
(Time of Day)
AM
,
PM
, Midnight, Noon
AM
(Hour)
Integer (0-12)
1
(Minute)
Integer (0 - 59)
0
(Agent Expression)
Average Wait Time, Average Handle
Time, Expected Wait Time
Average Wait Time
(Agent Expression Value) Expression
1
(Operator)
<, <=, <>, ==, >, >=
==