Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 170)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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S CHEDULE MODULE
In addition to a standard business hour schedule, a 24-hour schedule has been defined to
provide premium contacts with round-the-clock service.
Table 9.21 Agent Schedule modules—Premium Service model
Inbound Contacts Checked
Inbound Contact Script Regular Script
Inbound Call Priority 2
Trunk Group Premium Trunks
Trunk Capacity 20
Inbound Contacts Checked
Inbound Contact Script Premium Script
Inbound Contact Priority 1
Prompt Entry
Schedule Name Business Hours
Planning Horizon Day
Timeslot 60
Shift Schedule
Agent State On-Duty
Shift Begins at 8:00 AM
Shift Ends at 5:00 PM
Schedule Name 24 Hours
Planning Horizon Day
Timeslot 60
Shift Schedule
Agent State On-Duty
Shift Begins at Midnight
Shift Ends at Midnight
Prompt Entry