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)
IPCC Skill Group Report Templates
Base Only Skill Group Reports
Summary Half Hour Report" and the "perskg21: Peripheral Skill Group Task Summary Half
Hour Report" have the same data fields with the preceding exception.
Hour Report" have the same data fields with the preceding exception.
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 like when using
Agent to Agent node. Queue to Agent node checks to see if the agent has logged into the skill
group specified in the node. If not, then the default skill group is used. In addition, for
non-voice tasks, the default skill group is used when the Queue to Agent node queues a task
to an agent.
software. It is also used when a skill group is not specified in a routing script like when using
Agent to Agent node. Queue to Agent node checks to see if the agent has logged into the skill
group specified in the node. If not, then the default skill group is used. 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 Isolate and identify non-ICM-routed tasks within the agent
and skill group report.
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.
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.
group and distinguish them from tasks handled by other agent skill groups.
Base and Sub-Skill Groups
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.
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.
Note: In non-voice tasks (e-mail, chat, and so on) and an IPCC environment, you should use
only base skill groups, not sub skill groups.
only base skill groups, not sub skill groups.
Notes on Skill Groups
•
Αgents should be assigned to either base skill groups or sub-skill groups, but not both.
When creating skill group reports, only choose skill groups to which agents are assigned.
However, if agents are assigned to sub-skill groups and you want the information for all
the sub-skill groups rolled up into the skill group report, then just choose base skill
groups. Please follow these recommendations or there will be double counting of skill
group information.
However, if agents are assigned to sub-skill groups and you want the information for all
the sub-skill groups rolled up into the skill group report, then just choose base skill
groups. Please follow these recommendations or there will be double counting of skill
group information.
•
The default skill group is not the base skill group. The base skill group is one that has
sub-skill groups.
sub-skill groups.
•
The summary row in a report adds up all the columns within the report. It is not reflective
of how many agents there are overall, but how many agents are assigned for each skill
group. For example, one agent that is assigned to two skill groups shows up as two
agents in the summary row.
of how many agents there are overall, but how many agents are assigned for each skill
group. For example, one agent that is assigned to two skill groups shows up as two
agents in the summary row.
See the Cisco IP Contact Center Enterprise Reporting Guide and the IP Contact Center
Enterprise Edition Administration Guide for configuration and scripting considerations for IPCC
skill group reporting.
Enterprise Edition Administration Guide for configuration and scripting considerations for IPCC
skill group reporting.
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.
as either base skill groups or sub-skill groups. The base skill group is the collection of sub-skill
groups.