Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 44)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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contact priorities for all candidate contacts may be overridden one final time by the agent
skill priorities associated with the available agent (see Agent module for more details).
Basically, this means that the priorities of the candidate contact names are redefined from
the point of view of the agent’s skills, enabling the agent to serve the contact he is most
capable of handling. Note that the current contact priority will be preserved for any
contact type for which the agent has no defined agent skill priority.
Skill-based routing
Skill-based routing ensures that each contact is assigned to the best available agent and
that agents focus on serving the contacts for which they are most proficient.
There are three components to skill-based routing:
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Simultaneous queueing. Contacts are queued to all Agent Groups (via a Parent
Group) capable of serving their particular contact name.
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Preferences. Contacts select the most qualified agent from among all available
agents.
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Agent skill priorities. Agents select the type of work they are most proficient in from
among all waiting contacts requesting their service.
Arena Contact Center Edition supports skill-based routing in a very natural and elegant
manner by combining these three features.
Routing script construction
This section describes the features of Arena Contact Center Edition that are available for
representing the contact-routing logic employed by your system.
For the purpose of creating a realistic simulation model, the elemental functions of the
phone switches have been condensed into modules that are pieced together to form
routing scripts within a model. Using these modules as building blocks, extremely
complex contact-routing logic can be incorporated into your contact center simulation.
Each module is briefly described below.
Begin Script
The Begin Script module simply identifies a script by defining the script’s name.
Queue for Agent
A Queue for Agent module simply places the contact within the specified agent group
queue where it is ranked according to its active priority and proceeds to the next action in