Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 73)

6 • T HE C ONTACT D ATA P ANEL
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Week—Selection of the week within the planning horizon for which the agent shifts
apply.
Day of Week—Selection of the day within the planning horizon for which the agent
shifts apply.
Shift Schedule—This repeat group is used to define the agent shifts that are in
effect on the particular day. Each shift is specified by an agent availability state
and a starting and ending time.
Agent State—This field defines the agent availability state for this particular shift.
Alter Capacity by—This field allows you to specify whether the shift schedule being
defined applies to the entire agent group capacity or for a specified number of the
group.
Number of Agents—This option defines the number of agents for which the shift
schedule applies.
Group Capacity —This option defines the absolute capacity of the agent. It must be a
positive integer and cannot be larger than the Agent’s capacity as defined in the Agent
module.
Schedule Adherence Factor—Multiplier used to calculate the actual number of agents
used for a given timeslot.
Shift Begins at—This dialog specifies the time the shift begins (e.g., 8:00 AM ).
Shift Ends at—This dialog specifies the time the shift ends (e.g., noon).
Prompt Valid Entry Default
Schedule Name Symbol Name [Schedule] <Module Name and
instance number>
Planning Horizon Day, Week, Bi-Week, Month Day
Timeslot 15, 30, 60 30
Week Week 1, Week 2, Week 3, Week 4 Week 1
Day Of Week Monday, Tuesday, Wednesday, Thursday,
Friday, Saturday, Sunday Monday
Agent State On Duty, Lunch, Break, Meeting,
Research On Duty
Alter Capacity by Group Capacity, Number of Agents Group Capacity
Number of Agents Integer > 1 0