Rockwell Automation Arena Contact Center Edition Users Guide User Manual
Page 172
A
RENA
C
ONTACT
C
ENTER
E
DITION
U
SER
’
S
G
UIDE
164
• •
•
•
•
A
GENT
MODULE
Agent Group definitions are relatively straightforward in the Premium Service model. As
in the Bilingual Center, agent groups are defined based on the contact name they will
serve: Regular, Premium, or Utility (both). Parent groups are defined for each contact
name to facilitate simultaneous queueing to all capable servers. Note that due to the
establishment (see Configuration) of a global priority of premium contacts over regular
contacts, an available utility agent will serve any waiting premium contact before a
regular contact.
Table 9.23 Agent modules—Premium Service model
7:00
AM
–8:00
AM
8
8:00
AM
–9:00
AM
160
9:00
AM
–10:00
AM
72
10:00
AM
–11:00
AM
64
11:00
AM
–Noon
64
Noon–1:00
PM
64
1:00
PM
–2:00
PM
64
2:00
PM
–3:00
PM
64
3:00
PM
–4:00
PM
64
4:00
PM
–5:00
PM
64
5:00
PM
–6:00
PM
8
6:00
PM
–7:00
PM
8
7:00
PM
–8:00
PM
8
8:00
PM
–9:00
PM
8
9:00
PM
–10:00
PM
8
10:00
PM
–11:00
PM
8
11:00
PM
–Midnight
8
Prompt
Entry
Agent Name
Regular Agents
Agent Type
Agent Group
Prompt
Entry