Cisco Cisco IP Contact Center Release 4.6.1 User Guide

ICM WebView Online Help

This section describes the following:

Skill Group Database Tables

Peripheral skill group data is stored in the Skill_Group_Real_Time and 

Skill_Group_Half_Hour tables. To arrive at daily values, ICM software sums the 

Skill_Group_Half_Hour rows for each day.

Base only skill group reports

Some peripherals allow skill groups to be prioritized. In this case, skill groups can 

be defined as either base skill groups or sub-skill groups. The base skill group is 

the collection of sub-skill groups. 
Sub-skill groups are suffixed by .pri (for primary), .sec (for secondary), and so on. 

Agents in the .pri skill group would, for example, have more skill in an area while 

the agents in the .sec skill group would be the backup agents.

The following table lists all the ICM Base Only Skill Group report templates that 

WebView

provides. Each of these templates can be used in an IPCC environment, a 

few of them can be used only in an IPCC environment, and most of them can be 

used in either an IPCC or a standard ACD environment. Click the template name 

for a detailed description.