Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 153)

9 • C ASE S TUDIES
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customer service by routing contacts to the agents who handle them most effectively
while ensuring that the account balance inquiries are shared fairly across all groups.
From a modeling perspective, the focus of this example is on definition of agent and
parent groups to support sharing of agent resources, simultaneous queueing, and the
implementation of preferences among agents. Also, agent proficiency levels for particular
contacts are modeled through different handle times by contact.
Key modeling techniques illustrated in this example
O VERRIDE TRUNK SCRIPT
In Arena Contact Center Edition, each trunk group is assigned a specific routing script,
which is then used as the default script for all contacts in that trunk group.
However, each contact name can be assigned its own individual script, which then over-
rides the script assigned to its trunk group.
In the Bank example, the “Balance Script” is assigned to the “Central Trunks” trunk
group, but each contact name in this trunk group is assigned its own individual routing
script.
A GENT GROUPS , PARENT GROUPS , AND AGENT PREFERENCES
Arena Contact Center Edition makes it very easy to model basic groups comprised of one
type of agent (agent groups) and larger groups of agents that are comprised of more than
one type of agent group (parent groups).
In the Banking example, there are two types of agent groups (Savings and Checking) and
three contact names (Savings, Checking, and Account Balances).
In this model, every agent is capable of handling every type of contact, and thus there is a
parent group for each individual contact name. However, because agents are better suited
to handle the contacts that they specialize in (that is, agents from the Savings group handle
Savings contacts more quickly than other agents), the policy of the contact center is that
agents will have a “preference” for these contacts.
In Arena Contact Center Edition, this concept is modeled by creating Parent Groups and
Preferences within those parent groups. For example, the Savings Parent Group includes
Savings agents with a Preference value of 1 and Checking agents with a Preference value
of 5, while the Checking Parent Group includes Checking agents with a Preference value
of 1 and Savings agents with a Preference value of 5.
In Arena Contact Center Edition, Agent Preference values enable a contact to choose
between different agents when agents of more than one type are available to provide
service.