Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 59)

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Figure 5.8 Schedule module—Shift
D EFINING THE WORKERS —T HE A GENT MODULE
In the Telethon model, a group of volunteers will be manning the phone lines at the radio
station. These volunteers will service incoming donor calls. This is a very simple agent
group to represent, requiring the absolute minimum input.
Place an Agent module within the model window and open the main dialog. By default,
the dialog is initially set up to define agent groups (rather than parent groups). Since this is
what we want, complete the dialog to match the one in Figure 5.9. Recall that the schedule
associated with the agent group can be selected from the drop-down list. Note the button
at the bottom of the dialog for defining the agent group’s handling skills in terms of talk-
time capabilities.
Figure 5.9 Agent module main dialog