Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 155)

9 • C ASE S TUDIES
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The data detail for the Bank example
M ODEL FILE
The Bank model can be found in bank.doe.
C ONFIGURATION MODULE
The Bank case study is based on a weekly planning horizon and a center with a single
trunk group of 15 lines.
Table 9.7 Configuration module-—Bank model
S CHEDULE MODULE
Agents in the Bank model work normal business hours.
Table 9.8 Agent Schedule module—Bank model
Prompt Entry
Planning Horizon Week
Trunk Definitions
Trunk Group Central Trunks
Trunk Capacity 15
Inbound Contacts Checked
Inbound Contact Script Balance Script
Inbound Contact Priority 5
Outbound Contacts Unchecked
Trunk Cost/Hour 9
Prompt Entry
Schedule Name Business Hours
Planning Horizon Week
Timeslot 60
Day Of Week Monday/Tuesday/Wednesday/Thursday/Friday
Shift Schedule
Agent State On-Duty
Shift Begins at 8:00 AM