Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 144)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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This report indicates that during primary U.S. hours (8:00 AM - 4:00 PM , EST) contacts are
overflowed between the U.S. center and its secondary center in Europe. This overflow is
initially heavy, but declines throughout the day. This may suggest increased staffing
during the U.S. morning shift, depending on the cost of trunk lines and the load placed on
the center in Europe.