Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 72)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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D ESCRIPTION
This module defines schedules to which agents can be assigned. The schedule is based on
the planning horizon and timeslot structure, with an agent-availability state associated
with each timeslot.
The defined list of availability states is:
„
On-Duty
„
Lunch
„
Break
„
Meeting
„
Research
P ROMPTS
Schedule Name—Text descriptor of the schedule being defined (e.g., Graveyard).
Planning Horizon—Length of the planning horizon chosen from the following pre-
defined list of options: Month, Bi-Week, Week, Day.
Timeslot (in minutes)—Length of the intervals composing the schedule: 15, 30, or 60
minutes.
Daily Schedule—This repeat group is used to define a schedule for each individual day
within the planning horizon. Each day is identified by its week and day of week, if appli-
cable. Within each day, multiple agent shifts may be defined.