Rockwell Automation Arena Contact Center Edition Users Guide User Manual
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9
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C
ASE
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TUDIES
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Ca
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A
GENT
MODULE
The following example defines the basic agent groups in the Bilingual Center case
(English Only, Spanish Only, Bilingual) as well as the parent agent groups built from
those groups (English Servers, Spanish Servers). The Bilingual basic agent group is
included in both parent groups. Note that each group is skilled for only those calls for
which Talk Time specifics are listed. In particular, the Bilingual group is skilled for calls
in both languages.
Note: The definitions for these agent groups and parent groups are shown together in the table
below. However, in Arena Contact Center Edition, each agent group and each parent group is
required to have its data entered into its own module.
Table 9.4 Agent modules—Bilingual Center
11:00
AM
–Noon
50
Noon–1:00
PM
50
1:00
PM
–2:00
PM
50
2:00
PM
–3:00
PM
50
3:00
PM
–4:00
PM
50
4:00
PM
–5:00
PM
50
Day of Week
Saturday
Day of Week
Sunday
Prompt
Entry
Agent Name
English Only
Agent Type
Agent Group
Max Number Available
20
Schedule
Business Hours
Clear Queue when Off Duty
Checked
Talk Time
Contact Name
English
Talk Time Multiplier
1
Agent Name
Spanish Only
Prompt
Entry