Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 40)

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 requiring conference are specified by the contact’s script. The contact must
be directed to a Conference module. This module can only be used in the After Talk
Time external logic of a Queue for Agent module.
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Specifics of which agent to be included in the conference and the conference time are
detailed in the Conference module from the Script panel.
Transfer (optional)
Transfer describes the situation where the primary agent routes a contact to a transfer
agent who then takes over complete responsibility for the contact. Transfer is modeled by
using the Transfer to Agent module in a contact’s script.
The Transfer to Agent module is for use within the Queue for Agent module only. The
Queue for Agent module has three Advanced features that allow external logic to be
specified at three different times: After Seizing Agent, After Talk Time, and Prior to Post
Contact Work. The Transfer to Agent module must be used with the Prior to Post Contact
Work option. By connecting this module to the special exit point created for the advanced
Queue for Agent option, a contact can be directed to another agent after the first agent’s
tasks are complete.
Multiple-agent transfer can be modeled by connecting a series of Transfer to Agent
modules. The original agent is released before the contact is transferred to the next agent.
Each transfer is performed in series. Therefore, the primary agent does not participate in
the next (transfer) agent’s activities, and so on.
Transfer takes place immediately following the completion of talk time.
Transfer is an optional consideration in that a contact will only be transferred if the
transfer agent is available immediately to receive the contact (i.e., the contact will not be
re-queued).
R ELEVANT MODULES AND RELATED CONCEPTS
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Contacts potentially requiring transfer are specified by the contact’s script. The
contact must be directed to a Transfer to Agent module. This module can only be used
in the Prior to Post Contact Work external logic of a Queue for Agent module.
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Specifics of which agent and the talk time incurred with the transfer agent are detailed
in the Transfer to Agent module from the Script panel.
After-contact work (optional)
To model the time the primary agent must spend completing a contact (wrap-up,
documentation, research, etc.) after they are finished with the contactor, an After Contact