Cisco Cisco IP Contact Center Release 4.6.1
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The Skill Targets Subsystem
After you define a peripheral, you must define the skill targets associated with the peripheral.
The Figure "Skill Targets" shows the elements in a skill target subsystem.
The Figure "Skill Targets" shows the elements in a skill target subsystem.
Figure 35: The Skill Targets Subsystem
Skill targets are the entities that the system software chooses to handle calls at a peripheral:
services, skill groups, and agents.
services, skill groups, and agents.
The other members in the skill target subsystem define relationships among skill targets:
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Agents are members of skill groups.
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Skill groups are members of services.
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An enterprise skill group is a collection of skill groups, usually from different peripherals.
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An enterprise service is a collection of services, usually from different peripherals.
The rest of this chapter describes how to define these skill targets and establish the relationships
among them.
among them.
Services
You must provide information about each service associated with a peripheral. A service is a
type of caller need that the peripheral handles; for example, Sales, Support, and Information
might all be services.
type of caller need that the peripheral handles; for example, Sales, Support, and Information
might all be services.
Use the Service Explorer to configure services and their associated records.
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)
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Chapter 7: Configuring Skill Targets
The Skill Targets Subsystem