Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 187)

9 • C ASE S TUDIES
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Ca
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P ATTERN MODULE
In the Multi-site model, contacts originate from each of the three international zones. All
contacts follow the same basic pattern, each pattern just begins at different times depend-
ing on the zone of origination.
Note that these patterns could be extended to run over 24 hours in each zone, since the
worldwide operations run around the clock.
Table 9.34 Pattern modules—Multi-site model
Shift Schedule
Agent State On-Duty
Shift Begins at Midnight
Shift Ends at 4:00 PM
Schedule Name Japan On-Duty
Planning Horizon Day
Timeslot 60
Shift Schedule
Agent State On-Duty
Shift Begins at Midnight
Shift Ends at 8:00 AM
Agent State On-Duty
Shift Begins at 4:00 PM
Shift Ends at Midnight
Prompt Entry
Pattern U.S. Daily Pattern
Planning Horizon Day
Timeslot 60
Daily Arrival Pattern
8:00 AM –9:00 AM 600
9:00 AM –10:00 AM 150
Prompt Entry