Rockwell Automation Arena Contact Center Edition Users Guide User Manual
Page 164
A
RENA
C
ONTACT
C
ENTER
E
DITION
U
SER
’
S
G
UIDE
156
• •
•
•
•
A
GENT
MODULE
The key component of Agent Group definitions in the Skill-based Routing example is the
inclusion of Agent Skill Priorities. These priorities express the agent’s preference for what
contact name to serve when faced with multiple options. In this model, both agent groups
are multi-skilled, handling Call B and either Call A or Call C. The AB skilled agents have
a primary focus on Call A, and therefore assign it top priority. Similarly, the BC skilled
agents have a primary focus on Call B. Thus, when faced with a choice between Call A
and Call B, AB agents will select Call A. Given a similar choice between Call B and Call
C, BC agents will service Call B.
Table 9.17 Agent modules—Skill-based Routing model
1:00
PM
–2:00
PM
20
2:00
PM
–3:00
PM
20
3:00
PM
–4:00
PM
20
4:00
PM
–5:00
PM
20
Day Of Week
Saturday
Day Of Week
Sunday
Prompt
Entry
Agent Name
AB Agents
Agent Type
Agent
Max Number Available
5
Schedule
Business Hours
Clear Queue when Off-Duty
Checked
Talk Time
Contact Name
Call A
Talk Time Multiplier
1
Conference Time Multiplier
1
Override Contact Priority with
Skill Priority
Checked
Agent Skill Priority
1
Prompt
Entry