Cisco Cisco Unified Contact Center Enterprise 9.0(2)

Mapping Skill Groups to Services

When you define services and skill groups, you can establish the mappings of skill groups to
services. Each skill group can be mapped to zero, one, or more services; each service can be
mapped to zero, one, or more skill groups.

You can define some service member skill groups as being primary for the service. The system
software uses the primary attribute in determining the destination for a call to the service. For
example, the Longest Available Agent (LAA) for a service is really the LAA for the primary
group(s) configured for that service.

How to Map Skill Groups to Services

To map skill groups to services, follow these steps:

Within the Configuration Manager menu, select Tools > Explorer Tools > Service Explorer.
The Service Explorer window appears.

Select the filters you want and click Retrieve. The retrieved services appear in the list box.

Select the service you want and click the Service Members tab.

This step depends on whether you want to add or to remove skill group(s):

a.

To remove a skill group(s), select the skill group's name(s) and click Remove.

b.

To add a skill group(s), click Add, and in the Add Service Member dialog, select the
skill group(s) and click OK.

The available skill groups are all those defined for the selected peripheral.

In the Service Members tab, select the Primary check box for any skill groups that you want
to be primary.

When finished, in the Skill Group Explorer window, click Save.

Modifying the Skill Groups Per Agent Limit

Unified ICM and Unified CCE impose a default limit on the number of skill groups that you
can assign to a single agent. Once this limit is reached, additional skill groups cannot be assigned.
The default limit is specified in the Cisco Unified Contact Center Enterprise 8.x Solution
Reference Network Design (SRND). The limit considers the total of both skill groups and sub-skill
groups.

If desired, you can use the ConfigLimit Tool to specify your own limit on the number of skill
groups that can be assigned to an agent. For optimum performance, you can specify a limit far

Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)