Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 176)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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Figure 9.6 Logic flow for the Teamwork model
K EY MODELING TECHNIQUES ILLUSTRATED IN THIS EXAMPLE
There are a number of different modeling techniques illustrated in this model, including:
„
Queueing to Agent Groups
„
Advanced Talk-Time Distributions
„
Talk Time Multipliers (for Agent Proficiency)
„
Transfer to Routing Scripts
„
Conferencing and Conference-Time Multipliers
„
After-Contact Time
These concepts are described in more detail in the “Data Detail” section below.
The data detail for the Teamwork example
M ODEL FILE
The Teamwork model can be found in teamwork.doe.
C ONFIGURATION MODULE
The Teamwork model is based on a daily planning horizon and a center with a central
trunk group of 100 lines.
Trunk Groups Trunk Groups
Pattern Pattern
Calls Calls
Routing Scripts Routing Scripts
Parent Groups
(Containing One or
More Agent Groups)
Parent Groups
(Containing One or
More Agent Groups)
Agent
Schedules
Agent
Schedules
Individual
Agents
Individual
Agents
Queueing to
Agent
Groups
Queueing to
Parent
Groups
Agent Groups Agent Groups
Agent
Skills
Agent
Skills