Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 173)

9 • C ASE S TUDIES
165
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9 •
Ca
se Stu
die
s
Max Number Available 10
Schedule Business Hours
Clear Queue when Off-Duty Checked
Talk Time
Contact Name Regular Call
Talk Time Multiplier 1
Agent Name Premium Agents
Agent Type Agent Group
Max Number Available 5
Schedule 24 Hours
Clear Queue when Off Duty Checked
Talk Time
Contact Name Premium Call
Talk Time Multiplier 1
Agent Name Utility Agents
Agent Type Agent Group
Max Number Available 5
Schedule Business Hours
Clear Queue when Off Duty Checked
Talk Time
Contact Name Regular Call
Talk Time Multiplier 1
Contact Name Premium Call
Talk Time Multiplier 1
Agent Name Regular Servers
Agent Type Parent Group
Clear Queue when Off Duty Checked
Prompt Entry