Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 166)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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S CRIPTS
Since there is only one agent group skilled to handle Call A or Call C, these contacts are
queued directly to the appropriate agent group. Since all agents are capable of serving Call
B, a parent group has been defined to provide simultaneous queueing. Note that all agents
in each agent group face two queues: their own agent group queue and the parent group
queue. It is this setup that enables the skill-based contact selection described in the Agent
module discussion.
Table 9.18 Script modules—Skill-based Routing model
Agent Group BC Agents
Preference 5
Module Prompt Entry
Begin Script Script Name Skill A Script
Queue for Agent Group Type Agent Group
Agent Group AB Agents
End Script
Begin Script Script Name Skill B Script
Queue for Agent Group Type Parent Group
Parent Group B Servers
Selection Rule Uniform by Availability
End Script
Begin Script Script Name Skill C Script
Queue for Agent Group Type Agent Group
Agent Group BC Agents
End Script
Prompt Entry