Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 161)

9 • C ASE S TUDIES
153
•
•
•
• •
9 •
Ca
se Stu
die
s
Example 3—Skill-based Routing model
O VERVIEW AND BUSINESS OBJECTIVE
The business objective is to model a contact center that serves three different contact
names, which we refer to only as A, B, and C.
The focus of this example is on the definition of the agent and parent groups, simulta-
neous queueing, and agent skill priorities.
Key modeling techniques illustrated in this example
A GENT GROUPS , PARENT GROUPS , AND AGENT - SKILL PRIORITIES
In this example, there are two agent groups: “AB” agents (who serve calls of Type A with
priority 1 and calls of Type B with priority 2) and “BC” agents (who serve calls of Type B
with priority 1 and calls of Type C with priority 2). In addition, there is one parent group
called “B servers” that is comprised of AB agents and BC agents.
Calls of Type A are queued to the AB Agent Group.
Calls of Type B are queued to the B servers Parent Group.
Calls of Type C are queued to the BC Agent Group.
Note: Contact Priorities are used to determine which contact an agent will choose when there are
contacts of several different types waiting to be served by its agent group.
In this example, suppose that there are calls of Type A, calls of Type B, and calls of Type
C all waiting for service. When an AB agent becomes available, it will choose a Type A
call, because Type A’s have the lowest priority value for AB agents. Similarly, when a BC
agent becomes available, it will choose a Type B call, because Type B’s have the lowest
priority value for BC agents.