Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 186)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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Table 9.32 Configuration module—Multi-site model
S CHEDULE MODULE
Agents in each of the three international centers staff two consecutive 8-hour shifts: a
primary shift where all contacts are routed to them and a secondary shift where all
overflow is routed to them. These shifts are staggered so that there are always two centers
on duty—a primary center and a secondary center to handle overflow. All times are in
Eastern Standard Time.
Table 9.33 Schedule modules—Multi-site model
Prompt Entry
Planning Horizon Week
Trunk Definitions
Trunk Group Central Trunks
Trunk Capacity 100
Inbound Contacts Checked
Inbound Contact Script Global Script
Inbound Contact Priority 5
Prompt Entry
Schedule Name U.S. On-Duty
Planning Horizon Day
Timeslot 60
Shift Schedule
Agent State On-Duty
Shift Begins at 8:00 AM
Shift Ends at Midnight
Schedule Name Europe On-Duty
Planning Horizon Day
Timeslot 60