Rockwell Automation Arena Contact Center Edition Users Guide User Manual
Page 187
9
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C
ASE
S
TUDIES
179
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Ca
se Stu
die
s
P
ATTERN
MODULE
In the Multi-site model, contacts originate from each of the three international zones. All
contacts follow the same basic pattern, each pattern just begins at different times depend-
ing on the zone of origination.
Note that these patterns could be extended to run over 24 hours in each zone, since the
worldwide operations run around the clock.
Table 9.34 Pattern modules—Multi-site model
Shift Schedule
Agent State
On-Duty
Shift Begins at
Midnight
Shift Ends at
4:00
PM
Schedule Name
Japan On-Duty
Planning Horizon
Day
Timeslot
60
Shift Schedule
Agent State
On-Duty
Shift Begins at
Midnight
Shift Ends at
8:00
AM
Agent State
On-Duty
Shift Begins at
4:00
PM
Shift Ends at
Midnight
Prompt
Entry
Pattern
U.S. Daily Pattern
Planning Horizon
Day
Timeslot
60
Daily Arrival Pattern
8:00
AM
–9:00
AM
600
9:00
AM
–10:00
AM
150
Prompt
Entry