Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 110)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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Prior to post contact work—Allows the contact entity to access external logic prior to
post-contact work.
R EMARKS
When queueing to a parent group, there are three agent selection rules from which to
choose:
„
Uniform by Availability. Select an agent randomly from among any groups with the
highest preference having an available agent. Weight the random selection by the
percentage of available agents in each group.
„
First Available. Select the first available agent with the highest preference.
„
Longest Available. Select the agent that has been idle for the longest period of time
from among the available agents with the highest preference. This option is available
ONLY when the member Agent Groups are each made up of a single agent.
Additional external logic can be specified at three points in time with a relationship to the
primary agent and the agent talk time:
„
If external logic is specified in After Seizing Agent, any delays incurred will include
the primary agent. This external logic will be immediately followed by the talk time
delay specified in the Contact module.
„
If external logic is specified in After Talk Time, any delays incurred will include the
primary agent. This is the only place that contact conferencing can be specified. This
external logic will be immediately followed by the releasing of the primary agent.
Prompt Valid Entry Default
Group Type Agent Group, Parent Group Agent Group
Agent Group Symbol Name [Agent Group] Agent Group 1
Parent Group Symbol Name [Parent Group] Parent Group 1
Selection Rule First Available, Longest Available,
Uniform by Availability Uniform by Availability
Advanced
After seizing agent Checked, Unchecked Unchecked
After talk time Checked, Unchecked Unchecked
Prior to post contact
work Checked, Unchecked Unchecked