Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 164)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
156
• •
•
•
•
A GENT MODULE
The key component of Agent Group definitions in the Skill-based Routing example is the
inclusion of Agent Skill Priorities. These priorities express the agent’s preference for what
contact name to serve when faced with multiple options. In this model, both agent groups
are multi-skilled, handling Call B and either Call A or Call C. The AB skilled agents have
a primary focus on Call A, and therefore assign it top priority. Similarly, the BC skilled
agents have a primary focus on Call B. Thus, when faced with a choice between Call A
and Call B, AB agents will select Call A. Given a similar choice between Call B and Call
C, BC agents will service Call B.
Table 9.17 Agent modules—Skill-based Routing model
1:00 PM –2:00 PM 20
2:00 PM –3:00 PM 20
3:00 PM –4:00 PM 20
4:00 PM –5:00 PM 20
Day Of Week Saturday
Day Of Week Sunday
Prompt Entry
Agent Name AB Agents
Agent Type Agent
Max Number Available 5
Schedule Business Hours
Clear Queue when Off-Duty Checked
Talk Time
Contact Name Call A
Talk Time Multiplier 1
Conference Time Multiplier 1
Override Contact Priority with
Skill Priority Checked
Agent Skill Priority 1
Prompt Entry