Rockwell Automation Arena Contact Center Edition Users Guide User Manual
Page 178
A
RENA
C
ONTACT
C
ENTER
E
DITION
U
SER
’
S
G
UIDE
170
• •
•
•
•
A
GENT
MODULE
The Agent Group definitions identify all the key players in the Teamwork model and how
they work together.
All contacts arrive at a central receptionist. The receptionist will ascertain the nature of
the customer request (represented by the talk time specified in the contact module) and
potentially conference in a member of the accounting department before transferring the
contact to either technical support or a manager. The receptionist will then update the
customer’s folder (after-contact time) before taking a new contact. Note that the transfer
to manager is implemented via the Transfer to Script module. This allows the contact to
queue for a manager, whereas the use of a Transfer to Agent module will only transfer the
contact if an agent is immediately available to accept the transfer.
Also note that the transfer to technical support uses a Transfer to Script module. Using the
Transfer to Script allows the contact to be directed to another Queue for Agent module,
which must be used if contact conferencing is needed. A technical support agent will
address the contactor’s technical questions (represented by the talk time specified in the
contact module, multiplied by the technical support agent’s talk time multiplier specified
in the agent module) and potentially conference in a member of the development team.
Since the contact was transferred to a script instead of an agent, if the contactor
disconnects if a technical support agent is not immediately available, this must be
modeled explicitly within the script.
Based on the talk- and conference-time multipliers used to model the nature of the dialog
at different servers, and the time distributions specified in the Contact module, the amount
of time the contact spends in various states is:
Daily Arrival Pattern
8:00
AM
–9:00
AM
200
9:00
AM
–10:00
AM
100
10:00
AM
–11:00
AM
100
11:00
AM
–Noon
100
Noon–1:00
PM
100
1:00
PM
–2:00
PM
100
2:00
PM
–3:00
PM
100
3:00
PM
–4:00
PM
100
4:00
PM
–5:00
PM
100
Prompt
Entry