Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 81)

6 • T HE C ONTACT D ATA P ANEL
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Talk Time—Dialog containing a repeat group that facilitates defining talk time specifics
by contact name.
Contact Name—Particular contact name that can be handled by agents with the given
skill set.
Talk Time Multiplier—Numerical expression quantifying the skill of the agent with
respect to the specified contact name (e.g., 0.9 implies agents with this skill set handle
this contact 10% faster than average).
Conference Time Multiplier—Numerical expression quantifying the skill of the agent
when conferenced on a particular contact name (e.g., 0.9 implies agents with this skill
set resolve this contact 10% faster than average).
Override Contact Priority with Skill Priority—Field indicating whether contact prior-
ity should be redefined when served by this Agent Group.
Agent Skill Priority—Number indicating the priority for Contact Name (i.e., 1 for
highest priority, 2 for next, etc.). Lower-valued Contact Names will be assigned
before those with higher values. This value overrides the Contact Priority when a con-
tact is queued to this Agent Group.