Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 90)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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Contact Return Script—The script that returned contacts will follow.
[Contact Return Agent Type]—Determines whether the returned contact is queued to
an agent group or a parent group.
Contact Return Agent Group—The name of the agent group that will service the
returned contact.
Contact Return Parent Group—The name of the parent group of agents that will
service the returned contact.
Selection Rule—The rule to use when there is more than one available agent to handle
the returned contact.
Pre Work—The amount of time an agent needs prior to returning a contact.
Connection Time—The amount of time it takes to connect with the returned contactor.
Probability of Connection—The probability that an agent will be able to connect with
the returned contactor.
Max Number of Attempts—The number of attempts an agent will make to connect
with a returned contactor prior to abandoning it.
Time Between Attempts—The time between subsequent contact return attempts.
Outbound Contacts—Dialog that specifies outbound contact behavior.
Pre Work—The amount of time an agent needs prior to making an outbound contact.
Connection Time—The amount of time it takes to connect the outbound contact.
Probability of Connection—The probability that an agent will be able to connect with
the outbound contact.
Max Number of Attempts—The number of attempts an agent will make to connect
with an outbound contact prior to abandoning it.
Time Between Attempts—The time between subsequent outbound contact attempts.
Prompt Valid Entry Default
Contact Name Symbol Name [Contact] <module name and
instance number>
Contact Type Call, Email, Fax, Web Hit or Other
Call Call
Pattern Symbol Name [Pattern] Pattern 1
Expected Talk Time Real Number > 0 1