Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 45)

4 • F EATURES
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the script. When queueing to a parent group, several Selection Rules are provided to
control which agent is selected from among multiple-member agent groups.
Remove from Queue
A Remove from Queue module simply removes the contact from its current agent group
queue and proceeds to the next module in the script.
Wait
The Wait module is used to represent a wide variety of routing activities involving delays
experienced by the contactor, including playing welcome messages and announcements,
prompting and receiving customer inputs, transfer times, and being placed on hold for an
agent.
Priority
A Priority module will adjust the active priority of a contact. This priority may in turn
affect its processing, including moving it ahead of other contacts in a queue.
Message
When a Message module is encountered in a routing script, a wait time (representing the
time required to record a message) is generated from the specified distribution. The
contact is then delayed for that amount of time, counted as leaving a message, and
dispatched from the contact center.
Disconnect
When a Disconnect module is encountered in a routing script, the contact is immediately
dispatched from the contact center.
Overflow
An Overflow module removes the contact from its current queue and counts it as an over-
flow between the specified source group and destination group. Routing control flow then
continues to the next module in the script, which must be a Queue for Agent action for the
appropriate destination group.
Transfer to Script
The Transfer to Script module simply shifts routing-control flow to the actions defined in
the specified script.