Rockwell Automation Arena Contact Center Edition Users Guide User Manual
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EMARKS
By default, all timeslots are initialized to an off-duty availability state. Therefore, agent
shifts need only be defined for those time intervals that are not off-duty.
There are error checks to prevent infeasible shifts from being entered (e.g., shifts that end
before they begin). All shifts must be entered in chronological order starting with
midnight, going until midnight the following day. For example, if an agent has two
separate shifts (noon to 4
PM
, and 5
PM
to 9
PM
), the shifts must be entered in this order.
Entering the 5
PM
to 9
PM
shift will raise an error.
Overlapping agent shift intervals are not permitted.
Shifts are defined for each calendar day. Therefore, a shift that overlaps days must be
defined in two separate pieces (e.g., Monday: 8:00
PM
–midnight; Tuesday: midnight–
6:00
AM
).
The planning horizon defined in the Schedule module dictates the number of days for
which schedules must be defined. An entry must be made in the Daily Schedule for each
day within the planning horizon, although no shifts need to be defined for any day (e.g., if
everyone is off-duty on the weekends, no shifts would be defined for Saturday and
Sunday, although Saturday and Sunday must appear in the Daily Schedule list).
Note that schedules are repeated to fill the simulation run length as defined in the Config-
uration module (e.g., a weekly pattern will be repeated four times to fill a month-long
run). However, schedules defined for longer than the run length will raise an error.
Timeslots, as defined in the Schedule module, determine the start and end points of shift
intervals. It is important to synchronize shift changes with statistics collection in the
Report module to ensure consistency. Agent Utilization will be distorted if groups go on-
or off-duty in the middle of a reporting interval. Therefore, the intervals defined for statis-
tics should be no larger than the shift timeslots, and coincide with shift changes. For
instance, when shifts change on the hour, statistics can be collected on the hour or half-
hour. However, if shifts change on the half-hour, statistics must be collected on the half-
hour.
Schedule Adherance
Factor
Integer > 1
0
Shift Begins at
Time (hour, minute,
AM
/
PM
)
12
AM
Shift Ends at
Time (hour, minute,
AM
/
PM
)
12
PM
Prompt
Valid Entry
Default