Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 162)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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The agent skill priority concept is illustrated in Figure 9.4 below.
Figure 9.4 Conceptual illustration of contact center agent skill priority concept
The data detail for the Skill-based Routing example
M ODEL FILE
The Skill-based Routing model can be found in Skill.doe.
C ONFIGURATION MODULE
The Skill-based Routing case study is based on a weekly planning horizon and a center
with a single trunk group of 100 lines.
Table 9.14 Configuration module—Skill-based Routing model
Prompt Entry
Planning Horizon Week
Trunk Definitions
Trunk Group Central Trunks
Trunk Capacity 100
Inbound Contacts Checked
Inbound Contact Script Skill A Script
Inbound Contact Priority 5
B Servers
(Parent
Group)
B Servers
(Parent
Group)
AB Agents
(Agent
Group)
AB Agents
(Agent
Group)
BC Agents
(Agent
Group)
BC Agents
(Agent
Group)
Priority 1
Calls of Type
A
Queue for AB
Agents
Calls of Type
A
Queue for AB
Agents
Calls of Type
C
Queue for BC
Agents
Calls of Type
C
Queue for BC
Agents
Calls of
Type B
Queue for
B Servers
Parent Group
(AB and BC
Agents)
Calls of
Type B
Queue for
B Servers
Parent Group
(AB and BC
Agents)
Priority 2 Priority 1
Priority 2