Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 172)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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A GENT MODULE
Agent Group definitions are relatively straightforward in the Premium Service model. As
in the Bilingual Center, agent groups are defined based on the contact name they will
serve: Regular, Premium, or Utility (both). Parent groups are defined for each contact
name to facilitate simultaneous queueing to all capable servers. Note that due to the
establishment (see Configuration) of a global priority of premium contacts over regular
contacts, an available utility agent will serve any waiting premium contact before a
regular contact.
Table 9.23 Agent modules—Premium Service model
7:00 AM –8:00 AM 8
8:00 AM –9:00 AM 160
9:00 AM –10:00 AM 72
10:00 AM –11:00 AM 64
11:00 AM –Noon 64
Noon–1:00 PM 64
1:00 PM –2:00 PM 64
2:00 PM –3:00 PM 64
3:00 PM –4:00 PM 64
4:00 PM –5:00 PM 64
5:00 PM –6:00 PM 8
6:00 PM –7:00 PM 8
7:00 PM –8:00 PM 8
8:00 PM –9:00 PM 8
9:00 PM –10:00 PM 8
10:00 PM –11:00 PM 8
11:00 PM –Midnight 8
Prompt Entry
Agent Name Regular Agents
Agent Type Agent Group
Prompt Entry