Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 185)

9 • C ASE S TUDIES
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Key modeling techniques illustrated in this example
M ULTIPLE SITES
This is a high-level model of operations, with each center represented by a single agent
group. Multiple-schedule models are used to define the hours of operation of each contact
center.
Notice the transparency of multi-site modeling—no reference is ever made to the physical
location of an agent group; therefore, whether they are in the same building or positioned
around the globe is immaterial. For the purpose of constructing a model, only the group
definitions, schedules, and routing script logic need to reflect the multi-site configuration,
and this is often indistinguishable from that applying to groups within the same building.
M ULTIPLE PATTERNS
Separate contact names have been defined to represent service requests originating from
each service zone. To further reflect the worldwide nature of this example, an individual
pattern has been associated with each contact name to tie the arrivals to the local business
hours.
C OMPLEX SCRIPT
The strategy in this organization is to route all contacts to the primary center regardless of
their origin. Then, if the contact is not handled within a short period of time, it is sent to
the overflow center. A single script was used to route the contact to the appropriate center
as identified by the time of day at which the contact arrives. Selecting the correct overflow
site also depends on the time of day. Since overflow is of particular management interest,
the Overflow action is used to track activity between centers. This, combined with the
determination of the appropriate centers to which contacts are routed using the Branch
module, results in a fairly complicated script.
The data detail for the Multi-site example
M ODEL FILE
The Multi-site model can be found in global.doe.
C ONFIGURATION MODULE
The Multi-site model is based on a daily planning horizon and a center with a central
trunk group of 100 lines.