Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 82)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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If Agent Type = Parent Group:
These items define a Parent Group in terms of its component Agent Groups. Preferences
may be specified to further define the assignment of contacts to the Agent Groups within
the Parent Group.
Clear Queue when Off Duty—Specifies whether contacts are disconnected when all agent
groups comprising the parent group go off duty at the end of a day.
Members—This repeat group facilitates the selection of the various Agent Groups that
compose the given Parent Group.
Agent Group—Text descriptor of the Agent Group that belongs to the Parent Group,
chosen from the list of Agent Groups that have been defined.
Preference—Number indicating the preference of this Agent Group within Parent
Group (e.g., 1 for primary preference, 2 for secondary preference). Preference defines
an order within Parent Group for assignment of contacts to Agent Group. Lower-
valued groups will always be assigned before higher-valued agents when agents of
different Preference are available.
Agent Skill Priority—Dialog containing a repeat group that facilitates defining agent skill
priorities by contact name.
Contact Names—This repeat group facilitates defining agent skill priorities by contact
name.
Contact Name—Particular contact name that can be handled by agents with the given
skill set.