Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 179)

9 • C ASE S TUDIES
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Reception (talk time from Contact module): TRIA(0.5, 1, 5)
Conference with accounting (reception agent conference time multiplier * conference
with accounting talk time): 2*UNIF(0, 1)
Technical support (technical support agent talk time multiplier * talk time from
Contact module): 10*TRIA(0.5, 1, 5)
Conference with development (technical support agent conference time multiplier *
conference with development talk time): 5*UNIF(0,1)
Manager (manager agent talk time multiplier * talk time from Contact module):
3*TRIA(0.5, 1, 5)
Reception (after-contact time): EXPO(1)
Note that not all stages occur on every contact, and recall that conference and transfer
times are in addition to talk time. For example, the conference with accounting occurs
after the talk time with the receptionist. Also, the after-call work performed by the
receptionist begins immediately upon transfer of the call from reception, NOT after the
call leaves the center.
Table 9.29 Agent modules—Teamwork model
Prompt Entry
Agent Name Reception
Agent Type Agent Group
Max Number Available 2
Schedule Business Hours
Clear Queue when Off Duty Checked
Talk Time
Contact Name Customer Request
Talk Time Multiplier 1
Conference-Time Multiplier 2
Agent Name Accounting
Agent Type Agent Group
Max Number Available 1
Schedule Business Hours
Clear Queue when Off Duty Checked