Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 177)

9 • C ASE S TUDIES
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Table 9.26 Configuration module—Teamwork model
S CHEDULE MODULE
All agent groups in the Teamwork model work normal business hours.
Table 9.27 Agent Schedule module—Teamwork model
P
ATTERN MODULE
All customer requests within the Teamwork model follow a basic arrival pattern.
Table 9.28 Pattern module—Teamwork model
Prompt Entry
Planning Horizon Week
Trunk Definitions
Trunk Group Central Trunks
Trunk Capacity 25
Inbound Contacts Checked
Inbound Contact Script Direct Routing
Inbound Contact Priority 5
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
Prompt Entry
Pattern Daily Pattern
Planning Horizon Day
Timeslot 60