Cisco Cisco IP Contact Center Release 4.6.1 User Guide
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
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IPCC Skill Group Report Templates
ICM software tracks information about the skill groups at each peripheral.
This chapter includes:
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About Skill Groups
This section describes:
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Skill Groups
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).
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 (ACD or IPCC) that is associated with the
agents’ phones. An agent can be a member of zero, one, or more skill groups (depending on
the peripheral).
agents’ phones. An agent can be a member of zero, one, or more skill groups (depending on
the peripheral).
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 throughout the enterprise can be combined to form an
enterprise skill group.
Peripheral skill groups from peripherals 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 skill group
reports with the same number in the title. However, the enterprise reports have the added
sort by enterprise skill group. For example: the "entskg21: Enterprise Skill Group Task
reports with the same number in the title. However, the enterprise reports have the added
sort by enterprise skill group. For example: the "entskg21: Enterprise Skill Group Task