Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 154)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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For example, suppose that a Savings contact is queued to the Savings Parent Group and
that there are both Savings and Checking agents idle when it arrives. The contact will be
served by the Savings agent because the Savings agent has a lower Preference value in the
Savings Parent Group.
Similarly, suppose that a Checking contact is queued to the Checking Parent Group and
that there are both Savings and Checking agents idle when it arrives. The contact will be
served by the Checking agent because the Checking agent has a lower Preference value in
the Checking Parent Group.
This concept is illustrated in Figure 9.3 below. Note that the Preference values are
assigned when agent groups are assigned to a Parent Group.
Figure 9.3 Conceptual description of Agent Groups, Parent Groups, and Agent Preferences
A GENT PROFICIENCY LEVELS
In many contact centers, it is common to see some agent groups handling certain types of
contacts faster than other agent groups. Arena Contact Center Edition makes it very easy
for you to model different proficiency levels through the use of “Talk Time Multipliers.”
In the Banking example, agents who specialize in a particular contact name handle con-
tacts of that type more quickly than other agents. For example, agents from the Savings
agent group handle Savings contacts with a talk time multiplier of 0.75, compared to
Checking agents, who have a talk time multiplier of 1.00 for Savings contacts.
Note that the talk time multiplier is multiplied by the base talk time associated with a con-
tact to determine how much time an agent spends processing a particular type of contact.
Savings
Servers
(Parent
Group)
Savings
Servers
(Parent
Group)
Savings
(Agent
Group)
Savings
(Agent
Group)
Checking
(Agent
Group)
Checking
(Agent
Group)
Preference
1
Savings calls queue here. If Savings Agent group
member available, choose that agent (lower
preference).
Preference
5