Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 190)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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A GENT MODULE
The U.S. Center agent group is defined in Table 9.35. The other two basic groups are
defined similarly, with only the associated schedule being different. Note that each group
is skilled for all contact names in order to support the global overflow of contacts between
centers. Each group requires its own module.
Table 9.35 Agent modules—Multi-site model
S CRIPTS
The following script illustrates the contact control flow in the Multi-site model case study.
The basic idea is that incoming contacts will be queued to the primary center. Then, if not
served within two minutes, they are overflowed to the secondary center. Primary and
secondary centers are determined based on time of day.
This logic is implemented through extensive use of the Branch module, which enables
conditional branching. The Overflow action is also featured.
Finally, note that a Queue for Agent action is necessary to complete each Overflow action.
Refer to Figure 9.10 to see how modules are connected.
Prompt Entry
Agent Name U.S. Center (Europe Center, Japan Center)
Agent Type Agent
Max Number Available 10 (10,5)
Schedule U.S. On-Duty (Europe On-Duty, Japan On-Duty)
Talk Time
Contact Name U.S. Call
Talk Time Multiplier 1
Contact Name Europe Call
Talk Time Multiplier 1
Contact Name Japan Call
Talk Time Multiplier 1