Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 168)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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Each trunk group can then be assigned its own capacity, its own default contact priority,
and its own default routing script. All contact names assigned to a given trunk group
default to this contact priority and this routing script unless assigned their own priority
and/or routing script.
When building a contact center model, the following rules will help you keep track of
contact priority assignments:
„
Every Trunk Group has a default Contact Priority.
„
If a Contact Name is assigned a Contact Priority, this assignment overrides the Trunk
Group default.
„
If an Agent Skill Priority is assigned for a particular Contact Name, this assignment
overrides both the Trunk Group and Contact assignment.
In this example, all contacts assigned to the Regular Trunks group have Priority value 2,
and all contacts assigned to the Premium Trunks group have Priority value 1. Therefore,
because of their lower priority value, all contacts in the Premium Trunks group will have
priority for agents over all contacts in the Regular Trunks group. No other priority assign-
ments are made in this model.
M
ULTIPLE PATTERNS
In an Arena Contact Center model, you can use many different patterns to represent the
way in which different types of contacts arrive to your contact center system. Any patterns
are, in turn, assigned to one or more contact names.
M
ULTIPLE
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AGENT SCHEDULES
In a contact center model, you can create and use many different agent schedules. Any
agent schedule is, in turn, assigned to and used by one or more agent groups.
These assignments are illustrated in Figure 9.5.