Rockwell Automation Arena Contact Center Edition Users Guide User Manual
Page 157

9
•
C
ASE
S
TUDIES
149
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•
•
• •
9 •
Ca
se Stu
die
s
A
GENT
MODULE
The important observation to make about the Agent Group definitions is that agent
proficiency is incorporated by varying the talk time multipliers for each contact name. In
particular, specialist agents handle contacts within their specialty in 75% of the time
required by their counterparts.
The Savings Specialist agent group is defined in the table below. The other basic group is
defined similarly, with the only difference being that the talk time multiplier of 0.75 is
shifted to the appropriate specialty contact. Each group requires its own module.
Table 9.10 Agent modules (Agent Groups)—Bank model
Prompt
Entry
Agent Name
Savings Specialists
Agent Type
Agent
Max Number Available
3
Schedule
Business Hours
Clear Queue when Off-Duty
Checked
Busy Cost/Hour
12
Idle Cost/Hour
12
Per Use Cost
0.0
Talk Time
Contact Name
Savings
Talk Time Multiplier
0.75
Call Type
Checking
Talk Time Multiplier
1
Contact Name
Account Balance
Talk Time Multiplier
1
Agent Name
Checking Specialists
Agent Type
Agent
Max Number Available
4
Schedule
Business Hours
Clear Queue when Off-Duty
Checked
Busy Cost/Hour
7.5
- 20P PowerFlex DC Drive - Frame D Bimetal Thermostat (10 pages)
- 1336S_F_T_E_R F Frame Snubber Resistor Repl. (6 pages)
- 22-COMM PowerFlex 4-Class DSI (Drive Serial Interface) Network Communication Adapter (4 pages)
- 8-545 Plug In Solid State Relay (2 pages)
- 20-HIM-B1 PowerFlex 7-Class HIM Bezel (DPI) (4 pages)
- 100 Contactors with DC Coil (1 page)
- 100 Contactors with DC Coil (2 pages)
- 20P PowerFlex DC Drive - Frame D Switching Power Supply Circuit Board (6 pages)
- 140G-MTFx_MTHx_MTIx_MTKx Trip Unit Installation-140G-M (6 pages)
- 45BRD Analog Laser Sensor (4 pages)
- 20D Multi-Device Interface Option Board for PowerFlex 700S Drives (20 pages)
- 56RF RFID 18 mm Cylindrical Transceiver (2 pages)
- 42KC Miniature Rectangular: 5V DC Version (2 pages)
- 20P PowerFlex DC Drive - Frame A Switching Power Supply Circuit Board (16 pages)
- 21P-MISC-A-TP-2 Transition Tube Kit #C19-6/7 For PowerFlex 755 w/OEM Liquid Cooling Fr 6/7 Drive (2 pages)
- 42BT Background Suppression Sensor (3 pages)
- 42CB High Speed 18mm Cylindrical (4 pages)
- 140EX-JE2_JE3 Molded Case Circuit Breaker (4 pages)
- 140G-K-EAM1A Early Make Aux Contact for Rotary Handle Oper Mech-140G-K (3 pages)
- 140G-K-EAM1A Early Make Aux Contact for Rotary Handle Oper Mech-140G-K (1 page)
- 20-HIM-A6 PowerFlex (Human Interface Module) (74 pages)
- 42CF General Purpose 12mm Cylindrical (4 pages)
- 20D PowerFlex 700S Phase II Drive Frames 1...6 (80 pages)
- 140EX-HE1_HE2 Molded Case Circuit Breaker (6 pages)
- 140EX-HE1_HE2 Molded Case Circuit Breaker (4 pages)
- 20B PowerFlex 700 Custom Firmware - Pump Off (12 pages)
- 20-WIM-N4S DPI Wireless Interface Module (92 pages)
- 140U H-Frame Circuit Breaker Fixed and Adjustable Thermal Trip (7 pages)
- 140U H-Frame Circuit Breaker Fixed and Adjustable Thermal Trip (2 pages)
- 60-2619, 42JS Swivel/Tilt Mounting Bracket (1 page)
- 22A PowerFlex 4/40/400 Flange Mount (4 pages)
- 45MLA Controller Installation Instructions (16 pages)
- 20P PowerFlex DC Drive - Cooling Fan for Frame A Drives Above 73A at 230V 460V AC (6 pages)
- 42JS Series 7000 to 42JS VisiSight Replacement Kit (2 pages)
- 22A PowerFlex 4-Class HIM Bezel (DSI) (4 pages)
- 42CS Stainless Steel Photoelectric Sensors (4 pages)
- 20L-LL PowerFlex 700L Liquid-to-Liquid Heat Exchanger (40 pages)
- 20P PowerFlex DC Drive - Frame B SCR Modules (20 pages)
- 22B PowerFlex 40 Quick Start FRN 5.xx - 6.xx (22 pages)
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- 22F PowerFlex 4M Input RFI Filters (2 pages)
- 45LFM Capacitive Label Sensor (4 pages)
- 140G-Rx Installation Instruction-140G-R (2 pages)
- 140G-Rx Installation Instruction-140G-R (29 pages)
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