Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 163)

9 • C ASE S TUDIES
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S CHEDULE MODULE
All agents in the Skill-based Routing model are on-duty during normal business hours.
Table 9.15 Agent Schedule module—Skill-based Routing model
P ATTERN MODULE
All contact names within the Skill-based Routing model follow the same arrival pattern.
Table 9.16 Pattern module—Skill-based Routing model
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
Shift Ends at 5:00 PM
Day Of Week Saturday
Day Of Week Sunday
Prompt Entry
Pattern Weekly Pattern
Planning Horizon Week
Timeslot 60
Daily Arrival Pattern
Day of Week Monday/Tuesday/Wednesday/Thursday/Friday
8:00 AM –9:00 AM 40
9:00 AM –10:00 AM 20
10:00 AM –11:00 AM 20
11:00 AM –Noon 20
Noon–1:00 PM 20