Rockwell-automation Arena Contact Center Edition Users Guide User Manual download pdf (Page 43)

4 • FEATURES

• • • • •

4 • Features

Agent skill priorities at the parent group level do not apply to contacts queued directly to a

member agent group and vice versa.

Also, the priority of an individual contact may be adjusted by its routing script depending

on contact center conditions (see the Priority module). Each time the priority of a contact

changes, the contact is reordered within its queue.

A contact’s priority will revert to its pre-queue priority upon leaving a queue and revert to

its initial priority when contacting back.

Agent selection

Once a contact has reached the front of its queue, the only remaining consideration is

which agent resource to select for service.

All agents within an agent group are identical. Therefore, if the queue belongs to an agent

group, resource selection is quite simple—the contact is assigned to the next available

agent.

If the queue belongs to a parent group, resource selection is considerably more compli-

cated, although it falls nicely into the following two categories:

 Multiple-member agent groups have available agents

 No agents are available

ULTIPLE

AGENTS

AVAILABLE

When agents are available within multiple-agent groups, the concept of preferences is

applied to determine from which group to select a server. Defining a parent group (see the

Agent module for more details) consists of making a list of member agent groups. A

numerical preference is associated with each member group to dictate the desirability of

the agents within that group relative to other member agent groups. An agent having the

highest available preference will be selected to serve the contact. Ties for highest prefer-

ence will be broken according to the specified selection rule (see the Queue for Agent

module for more detail).

AGENTS

AVAILABLE

If there are no agents available to service the contact immediately, the contact must wait.

Once an agent becomes available, the contact normally would be assigned immediately to

the agent unless there were multiple waiting contacts simultaneously laying claim to the

agent. Recall that this is a possibility in models where agent groups belong to one or more

parent groups.

In this case, priorities come back into play. Among those contacts in position to select the

newly available agent, the one with the highest priority will be assigned. While that is

straightforward, there is one additional concept that applies in this situation. The current

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Rockwell-automation Arena Contact Center Edition Users Guide User Manual Page 43