Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 171)

9 • C ASE S TUDIES
163
•
•
•
• •
9 •
Ca
se Stu
die
s
P ATTERN MODULE
A separate pattern is defined for each contact name. This corresponds to the business
application: regular contacts are restricted to service during the regular business day,
while premium contacts have 24-hour access to agents.
Table 9.22 Pattern modules—Premium Service model
Prompt Entry
Pattern Regular Pattern
Planning Horizon Day
Timeslot 60
Daily Arrival Pattern
8:00 AM –9:00 AM 160
9:00 AM –10:00 AM 80
10:00 AM –11:00 AM 80
11:00 AM –Noon 80
Noon–1:00 PM 80
1:00 PM –2:00 PM 80
2:00 PM –3:00 PM 80
3:00 PM –4:00 PM 80
4:00 PM –5:00 PM 80
Pattern Premium Pattern
Planning Horizon Day
Timeslot 60
Daily Arrival Pattern
Midnight–1:00 AM 8
1:00 AM –2:00 AM 8
2:00 AM –3:00 AM 8
3:00 AM –4:00 AM 8
4:00 AM –5:00 AM 8
5:00 AM –6:00 AM 8
6:00 AM –7:00 AM 8