Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 85)

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E XAMPLE 2—U SING BASIC MULTIPLIER TO MODEL SKILL LEVELS
This example illustrates the use of the Talk Time Skill Set to model an expert agent who
handles contacts in 80% of the average time.
Prompt Entry
Agent Name Expert
Agent Type Agent Group
Max Number Available 1
Schedule First Shift
Clear Queue when Off-Duty Checked
Busy Cost 0.0
Idle Cost 0.0
Per Use Cost 0.0
Talk Time
Contact Name Regular
Talk Time Multiplier 0.8
Conference Time Multiplier 0.8
Contact Name Premium
Talk Time Multiplier 0.8
Conference Time Multiplier 0.8