Rockwell Automation Arena Contact Center Edition Users Guide User Manual
Page 84
A
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R
EMARKS
Parent Groups are used for several reasons, including simulation of simultaneous
queueing, grouping common resources to support skill-based routing, and isolating the
script logic from scheduling complexities (e.g., the Windows Group is a single logical
entity to which contacts can be routed, when in reality it is made up of many subgroups,
each containing a different number of agents following a different schedule).
Preferences among Agent Groups determine which agent resource from those available is
selected to service the next contact in queue. Priorities (Agent Skill and Contact) deter-
mine the order of contacts within a queue. Both features can be used concurrently.
Talk Time applies to the entire Agent Group.
Agent Skill Priorities are used to rank contacts within the queue directly associated with
the Agent Group. As such, priorities specified at the Agent Group level will not affect the
ordering of the Parent Group queue and vice versa. However, priorities at the Agent
Group level always override priorities set at other levels when resolving contention
among contacts competing for a particular agent resource.
E
XAMPLES
E
XAMPLE
1—B
ASIC
USE
This example defines the volunteers in the Basic Telethon case study as an Agent group of
12 generic agents.
Prompt
Entry
Agent Name
Volunteers
Agent Type
Agent Group
Max Number Available
12
Schedule
Telethon Hours
Clear Queue when Off-Duty
Checked
Busy Cost
0.0
Idle Cost
0.0
Per Use Cost
0.0
Talk Time
Contact Name
Donor
Talk Time Multiplier
1
Conference Time Multiplier
1
Override Contact Priority
Unchecked