Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 31)

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Control Table). These scripts specify the actions, activities, and states that each contact
undergoes as it attempts to reach an agent.
The process of creating routing scripts that match the behavior of your ACD switch and
assigning these scripts to specific contact names is described in more detail in Chapter 6.
Agent Skill Sets
Agent Skill Sets are composed of three elements that define how particular contacts are
processed. The agent’s repertoire of handling skills specifies what contacts the agent is
skilled to handle, the priority (or order) in which the agent will perform available work,
and the agent’s proficiency in each contact name, expressed as a multiplier of average talk
time for the contact name.
Data sources
Estimates of handling proficiency may be obtained from careful study of handle time
statistics collected from the ACD database or tracking system, or based on the expertise of
group managers. For example, a group of experienced agents may have a very high
proficiency level, while a group of newly hired agents may experience significantly
higher handle times.
Schedules
Schedules dictate when agents are available to handle contacts. Each schedule specifies
on-duty shifts for each day in the planning horizon. In addition to phone time, these
schedules can include lunches, breaks, meetings, or other off-duty time that is spent away
from the phones.
Data sources
Agent schedules can usually be obtained from a human resources or a planning and
analysis group.
Agent Groups
Agents are the primary resource of the contact center. An Agent Group represents a group
of agents within the contact center who have the same skill sets and follow the same
schedule. From a modeling perspective, an agent group is a set of identical agents. In
building a model, the key questions to answer regarding agent groups are:
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How many agents are in this group?
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What hours do these agents work?
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What types of contacts can an agent of this type handle, and in what priority order?
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How long does it take for these agents to handle each contact name?