Cisco Cisco Unified Contact Center Enterprise 9.0(2)
Indicates the name of the table to which the data will be configured. The table name is always
Skill_Group_Member (do not change this line).
Skill_Group_Member (do not change this line).
_ _COLUMNS
Indicates the tab delimited column names corresponds to the data values (do not change this
line). The columns need to be in the order that has been shown below.
line). The columns need to be in the order that has been shown below.
SkillGroupEnterpriseName <tab> AgentPeripheralNumber
SkillGroupExterprise1<tab>1045 SkillGroupExterprise2<tab>1046
SkillGroupExterprise1<tab>1046
SkillGroupEnterpriseName is the ExterpriseName of the skill group, which the agent belongs
to.
to.
AgentPeripheralNumber is the agent's login ID assigned at the switch, which is the same as the
above Agent Peripheral Number.
above Agent Peripheral Number.
The following indicates the tab delimited data values correspond to the column names:
SkillGroupExterprise1<tab>1045
Enterprise Data
Within a script, you often want to examine a set of possible targets on different peripherals
before deciding where to send the call. For example, if you are routing a sales call, you might
want to check the Sales skill groups at each call center to find which has the longest available
agent or shortest expected delay.
before deciding where to send the call. For example, if you are routing a sales call, you might
want to check the Sales skill groups at each call center to find which has the longest available
agent or shortest expected delay.
An enterprise service is a set of services that can be referenced in a script. The individual services
can be associated with different peripherals. Similarly, an enterprise skill group is a set of skill
groups that can be referenced in a script. The individual skill groups can be associated with
different peripherals.
can be associated with different peripherals. Similarly, an enterprise skill group is a set of skill
groups that can be referenced in a script. The individual skill groups can be associated with
different peripherals.
In addition to using them within a script, you can track enterprise services and enterprise skill
groups through monitoring screens and reports. This allows you to easily follow the performance,
for example, of all Support services within the system.
groups through monitoring screens and reports. This allows you to easily follow the performance,
for example, of all Support services within the system.
For information on monitoring screens and reports, refer to the CTI OS Supervisor Desktop
User Guide for Cisco Unified Contact Center Enterprise & Hosted.
User Guide for Cisco Unified Contact Center Enterprise & Hosted.
If your system has partitioning enabled, each enterprise service and enterprise skill group is
associated with a specific business entity. If partitioning is not enabled, you can ignore the
Business Entity field.
associated with a specific business entity. If partitioning is not enabled, you can ignore the
Business Entity field.
Enterprise Services
Within a routing script, you can use an enterprise service as a shorthand for a set of services.
You might want to scan several services to find, for example, the service with the shortest
You might want to scan several services to find, for example, the service with the shortest
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)
145
Chapter 7: Configuring Skill Targets
Enterprise Data