Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 75)

6 • T HE C ONTACT D ATA P ANEL
67
•
•
•
• •
6 •
Co
nta
ct Data Pane
l
Currently, the agent states associated with each shift have no effect. Contacts are only
taken during shifts with the on-duty state. All other states denote off-duty periods and are
included for clarity.
The timeslot and planning horizon data specified within the Schedule module are indepen-
dent of this data in other modules.
E XAMPLE
This example defines the schedule the volunteer agents will follow (coinciding with the
on-air pledge drive) in the Basic Telethon case study.
Prompt Entry
Schedule Name Telethon Hours
Planning Horizon Week
Timeslot 60
Daily Schedule
Day of Week Monday/Tuesday/Wednesday/Thursday/Friday
Agent State On-Duty
Shift Begins at 6:00 AM
Shift Ends at 10:00 AM
Day Of Week Saturday
Day Of Week Sunday