Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 158)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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The objective of the Bank model is to route contacts to agent specialists whenever they
are available. This is accomplished by using preferences in the Parent Group definitions.
Based on the definitions below, notice that a call queued to a particular parent group is, in
effect, simultaneously queued to all potential servers, but will select a server from the
preferred agent group if possible. Since all agents are equally qualified to handle balance
inquiries, there are no associated preferences for a particular agent group.
The Savings Server agent group is defined in Table 9.11. The other two groups are
defined similarly, with the only difference being that the high preference is shifted to the
appropriate specialty contact. Finally, all agent groups are skilled to handle account bal-
ance contacts and a parent group is set up to distribute those contacts without preference
among the specialty group. Each group requires its own module.
Table 9.11 Agent module (Parent Groups)—Bank model
Idle Cost/Hour 7.5
Per Use Cost 0.0
Talk Time
Contact Name Checking
Talk Time Multiplier 0.75
Contact Name Savings
Talk Time Multiplier 1
Contact Name Account Balance
Talk Time Multiplier 1
Prompt Entry
Agent Name Savings Servers
Agent Type Parent
Clear Queue when Off-Duty Checked
Members
Agent Group Savings Specialists
Preference 1
Agent Group Checking Specialists
Preference 5
Prompt Entry