Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 80)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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D ESCRIPTION
This module defines the agents of the contact center. Each Agent Group is composed of
identical agents based on a generic definition. A Skill Set, defined by a set of talk-time
details, is specified for each Agent Group, along with an associated Schedule.
Parent Groups are used to combine multiple Agent Groups to serve a particular function,
as well as provide aggregate statistics. (For example, Agent Groups could be defined for
groups that handle Day, Evening, and Graveyard shifts, with a Parent Group to encapsu-
late all three.)
P ROMPTS
Agent Name—Text descriptor of the group being defined.
Agent Type—Choice of Agent Group or Parent Group.
If Agent Type = Agent Group:
These items define the generic agents that belong to this Agent Group and the specific
agent operational details. The Agent Group will be defined by the number of agents, their
associated skill set, and the schedule they follow.
Max Number Available—Maximum number of agents available in the Agent Group.
Schedule—Associated Agent Schedule, chosen from the list of the defined Agent
Schedules.
Clear Queue when Off Duty—Specifies whether a check is made every 15 minutes to
determine if all agent groups comprising the parent group are off-duty and to clear the
parent queue by disconnecting all the contacts in the queue. Note that a parent group
queue may be cleared several times daily depending upon the member agent group
schedules.
Busy Cost/Hour—Cost per hour incurred while a single agent is busy.
Idle Cost/Hour—Cost per hour incurred while a single agent is idle.
Per Use Cost—Cost per contact incurred for a single agent.