Cisco Cisco IP Contact Center Release 4.6.1 Maintenance Manual

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<base skill group name>.sec

The .pri and .sec suffixes here indicate primary and secondary. The system generates these
suffixes because subskill groups are often used so that the skill can be assigned to some
agents as a primary skill, and to others as a secondary skill. Note, however, that primary and
secondary skill groups do not, by themselves, affect the priority given to them in an ICM
routing script.

If you want to use subskill groups as primary and secondary skill groups, understand that
primary and secondary skills alone do not guarantee routing priority. You must build that
priority into your routing scripts. You can do so by including separate Queue-to-Skill Group
nodes in your routing script, and placing the node that points to the primary skill group before
the node that points to the secondary skill group.

Note: If you have subskill groups configured, be aware that agent reports do not report on
base skill groups.

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If you are upgrading from a previous ICM release and want to migrate from subskill groups
to base skill groups, follow these steps:

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Disable the subskill group mask for the peripheral using the PG Explorer tool. All skill
groups created after this is done are base-only skill groups; subskill groups are not created
by default.

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Define new base skill groups that correspond to your subskill groups. Assign agents to
the new base skill groups and remove them from your subskill groups.

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Update all of your routing scripts, so that they no longer refer to the subskill groups, and
refer only to the base skill groups.

Note: Be sure to be consistent in your use of skill groups in your routing scripts. When using
base skill groups, be sure to refer to only base skill groups in your routing scripts. If you
choose to use subskill groups (not recommended), be sure to refer to only subskill groups in
your routing scripts.

About Routing Scripts

A routing script, created using the Script Editor, identifies the desired agent based upon skills
and customer database profile, determines the call target, and returns a route response to the
routing client.

IPCC Administration Guide for Cisco Unified Contact Center Enterprise 7.5(1)