Cisco Cisco IP Contact Center Release 4.6.1 User Guide
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ICM WebView Online Help
About ICM WebView reports
Skill Group Reports
Skill Group Reports
ICM software tracks information about the skill groups at each peripheral. A skill
group is a collection of agents who share a common set of skills, such as being able
to handle callers requesting account balances. You can generate reports for skill
groups that cover agent activity (for example, the number of agents talking,
available, or in wrap-up for a particular skill group).
A skill group is associated with a single peripheral (CallManager site) that is
A skill group is associated with a single peripheral (CallManager site) that is
associated with the agents’ phones. An agent can be a member of zero, one, or
more skill groups (depending on the peripheral).
This section describes:
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Peripheral and Enterprise Skill Groups
A skill group that is associated with a single peripheral is called a peripheral skill
group. Peripheral skill groups from peripherals (that is, from several CallManager
sites or legacy ACD contact centers) throughout the enterprise can be combined to
form an enterprise skill group.
Note: Enterprise skill group reports display the same data fields as the peripheral
Note: Enterprise skill group reports display the same data fields as the peripheral
skill group reports with the same number in the title. However, the enterprise
reports have the added sort by enterprise skill group.
Default Skill Groups
A default skill group acts as a bucket to collect call statistics for calls not routed by
ICM software. It is also used when a skill group is not specified in a routing script.
In addition, for non-voice tasks, the default skill group is used when the Queue to
In addition, for non-voice tasks, the default skill group is used when the Queue to
Agent node queues a task to an agent.
Using default skill groups helps to:
Using default skill groups helps to:
• Ensure that the agent/skill group reports balance with the service and call type
reports, since service and call type reports report only on ICM-routed tasks.
• Isolate/identify non-ICM-routed tasks within the agent and skill group report.
You do not have to create default skill groups. ICM software automatically assigns a
default skill group to each media routing domain/peripheral pair.
In the reports, you should be able to quickly and easily identify tasks sent to the
default skill group and distinguish them from tasks handled by other agent skill
groups.