Cisco Cisco IP Contact Center Release 4.6.2 User Guide

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Each sub-skill group is treated as a separate skill group by the ICM/IPCC Central Controller,
however the data from sub-skill groups automatically rolls up into base skill groups.

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By design, all Outbound Option calls are attributed to the base skill group since that is
what is provided in the Set Device Attribute message from the Dialer. This is appropriate
when the agent is logged into the base skill group. However, if sub-skill groups are
configured under IPCC, the default behavior is to not report on the base skill group for
Agent Skill Group reports, meaning that no Outbound Option calls are reported on in this
configuration.

ICM/IPCC needs to check if the agent belongs to the base skill group for Outbound Option
calls and, if not, examine whether they belong to a sub-skill group. Reporting can then be
moved to the sub-skill group.

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Determine the Service Level (SL) for skill groups.

As pointed out earlier, call type Service Levels are used to measure customer experience
relative to configured Service Levels for call types (i.e. Service Level by Sales, or Customer
Support) independent of which skill groups answered the call. In Cisco IPCC Enterprise, you
also have the ability to configure service levels for skill groups, enabling you to measure
relative performance of skill groups for a particular call type. For example, if you have a
Service Level threshold of 120 seconds for a particular call type with abandoned calls having
negative impact on Service Level and followed the guideline pointed out earlier of configuring
a separate call type for queuing, then you can configure skill group Service Level threshold
of 120 seconds with abandoned calls having negative impact on Service Level for each of
the skill groups associated with that call type in order to get additional visibility into which
skill groups on average are positively or negatively contributing to the overall call type
Service Level.

If you are planning to use Skill Group Service Levels, it is important to understand the benefits
and limitations of skill group SLs in Cisco IPCC Enterprise deployment model.

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First, it is important to understand the relationship between call types and skill groups that
are defined through your scripts. In Cisco IPCC Enterprise, you have the flexibility to
define many to many relationships between call types and skill groups. If this is the case,
the skill group Service Level statistics will reflect call counts from all the call types.

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Second, call type Service Level and associated skill group Service Level statistics are not
expected to balance. As described earlier, a skill group can receive calls from different
call types, hence the skill group Service Level statistics reflect call counts from different
call types. Call type metrics are incremented differently depending on your scripting. For
example, if a call disconnects for any reason before it reaches the Queue to Skill Group
node, the call is included in the calculation of Service Level for the call type but not the
skill group.

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Third, determine how abandoned calls are to impact the Service Level. You decide whether
abandoned calls are ignored in the Service Level calculation, negatively affect Service
Level, or positively affect Service Level.

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Fourth, in Cisco IPCC Enterprise calls can queue to more than one skill group, and therefore
Service Level metrics are updated for each skill group to which a single call queues.
Abandon calls in this scenario could have a negative impact on the skill group service

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)