Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 157)

9 • C ASE S TUDIES
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A GENT MODULE
The important observation to make about the Agent Group definitions is that agent
proficiency is incorporated by varying the talk time multipliers for each contact name. In
particular, specialist agents handle contacts within their specialty in 75% of the time
required by their counterparts.
The Savings Specialist agent group is defined in the table below. The other basic group is
defined similarly, with the only difference being that the talk time multiplier of 0.75 is
shifted to the appropriate specialty contact. Each group requires its own module.
Table 9.10 Agent modules (Agent Groups)—Bank model
Prompt Entry
Agent Name Savings Specialists
Agent Type Agent
Max Number Available 3
Schedule Business Hours
Clear Queue when Off-Duty Checked
Busy Cost/Hour 12
Idle Cost/Hour 12
Per Use Cost 0.0
Talk Time
Contact Name Savings
Talk Time Multiplier 0.75
Call Type Checking
Talk Time Multiplier 1
Contact Name Account Balance
Talk Time Multiplier 1
Agent Name Checking Specialists
Agent Type Agent
Max Number Available 4
Schedule Business Hours
Clear Queue when Off-Duty Checked
Busy Cost/Hour 7.5