Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 169)

9 • C ASE S TUDIES
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Figure 9.5 The relationship between key contact center modeling components
The data detail for the Premium Service example
M ODEL FILE
The Premium Service model can be found in premium.doe.
C ONFIGURATION MODULE
The Premium Service model will simulate one day of contact-center activity. Two trunk
groups are defined in order to provide premium contactors with dedicated service. Note
that there is a custom routing script and contact priority associated with each trunk group.
The priorities specify a global precedence for premium contacts over regular contacts.
Table 9.20 Configuration module—Premium Service model
Prompt Entry
Planning Horizon Day
Trunk Definitions
Trunk Group Regular Trunks
Trunk Capacity 100
Trunk Groups Trunk Groups
Pattern Pattern
Calls Calls
Routing Scripts Routing Scripts
Parent Groups
(Containing One or
More Agent Groups)
Parent Groups
(Containing One or
More Agent Groups)
Agent
Schedules
Agent
Schedules
Individual
Agents
Individual
Agents
Queueing to
Agent
Groups
Queueing to
Parent
Groups
Agent Groups Agent Groups
Agent
Skills
Agent
Skills