Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 38)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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R ELEVANT MODULES AND RELATED CONCEPTS
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Contacts may only be disconnected via the Disconnect module located on the Script
panel.
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Contact back is defined in the Contact Back section of the Contact module. It is
described further in the “Contact back” section below.
Contacts leaving messages (optional)
Contacts may be directed to leave a message by their controlling routing script. Immedi-
ately following the completion of the recorded message, the contact is dispatched from the
contact center.
Once a contact has left a message, it may contact back, depending on the model.
R ELEVANT MODULES AND RELATED CONCEPTS
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Contacts may only be directed to leave a message via the Message module located on
the Script panel.
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Contact back is defined in the Contact Back section of the Contact module. It is
described further in the “Contact back” section below.
Handled contacts (required)
When a contact is connected to an agent, it is considered to be handled. The agent then
assumes control over the contact from its routing script and proceeds to address its needs.
A list of contact names is defined for each agent group thereby defining which contacts
they are skilled to handle. A model error is generated if a script directs a contact to an
agent who is not skilled for that contact name.
The first agent to whom a contact is connected within the contact center is considered to
be the primary agent. If the primary agent transfers the contact, additional service may be
provided by a secondary agent.
R ELEVANT MODULES AND RELATED CONCEPTS
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Handling skills are defined in the Talk Time section of the Agent module.
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Contacts are connected to agents through the queueing process triggered by the Queue
for Agent module located on the Script panel and described in greater detail in the
following section.
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Contact transfer is defined via the Transfer to Agent module located on the Script
panel. It is described further in the “Contact transfer” section below.