Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 42)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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Queue construction. What is the relationship between queues and agents?
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Queue ranking. What happens to the contact while waiting within the queue?
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Agent selection. What happens when the contact gets to the front of the queue?
A discussion of skill-based routing, a powerful routing strategy linking all three categories,
is also included.
Queue construction
Queues are automatically created for each defined agent group. Contacts are placed in an
agent group queue via the Queue for Agent module located in the Script panel. The only
difference, from a functionality standpoint, is whether the associated group is an Agent
Group or a Parent Group.
Direct queueing involves placing a contact in the queue directly associated with an agent
group. These contacts will be served only by members of that specific agent group.
Simultaneous queueing enables a contact to wait for an agent from any number of agent
groups. This is accomplished by queueing the contact to a parent group, effectively queue-
ing it simultaneously to all member agent groups. The contact will then be assigned to an
available agent from any of the member agent groups. This type of simultaneous queueing
is provided by most ACD vendors.
An agent group may be a member of multiple parent groups in addition to having its own
direct queue to serve. Note that this implies that there can be situations in which multiple
contacts waiting in multiple queues are simultaneously requesting service from that agent
group. It is important to remember that each agent group can potentially serve multiple
queues, each being physically separate from the others.
Queue ranking
All queues are ranked based on the priority of the contacts they contain. Different contact
names may have different priorities while waiting for service from agents. This priority
may depend on the contact names themselves (e.g., Purchase customers get priority over
Refund customers) or on the agent group (e.g., Experts give priority to Windows calls
over DOS calls).
Contacts are assigned a default priority (associated with the trunk group defined within
the Configuration module) upon entering the contact center. This default priority may be
overridden (within the Contact module) for each contact name.
When a contact is queued to an agent group, its priority may again be overridden based on
the group definition. Within the Agent module, an override contact priority may be speci-
fied for each contact name that the agent group services.