Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

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If you have configured sub-skill groups, you should queue calls only to those sub-skill groups, not
to base skill groups. If you queue to the base skill-group when sub-skill groups are configured,
queue statistics are not counted against the sub-skill groups. You must queue to the sub-skill groups
to see correct queue reporting data on the agent desktop reporting applications and WebView.

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If you queue to multiple sub-skill groups created for the same base skill group, the number of calls
queued roll up into the base skill group data. For example, if you queue one call to two sub-skill
groups, two calls are reported as queueing to the base skill group.

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Each sub-skill group is treated as a separate skill group by the ICM Central Controller, however
the data from sub-skill groups automatically roll ups into base skill groups.

Determine which skill groups you want to group into an enterprise skill group. These skill groups might
be from several peripherals and from different media. You use the ICM Configuration Manager Enterprise
Skill Group List tool to configure enterprise skill groups.

Follow these guidelines if you want to report on agents grouped into teams:

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Organize your agents into teams. An individual agent can be assigned to one team only. You create
agent teams and assign agents to the teams using the ICM Configuration Manager Agent Team
Explorer tool. Teams are peripheral-specific.

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Optionally, select one primary supervisor for each team. You can select multiple secondary
supervisors for each team. Each supervisor can be a supervisor for multiple teams.

If you are planning to allow agents to transfer and conference calls, follow these guidelines to obtain
accurate and useful data from transfers and conferences:

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Determine what you will include in the Dialed Number Plan for transfer and conference calls.
Configure the Dialed Number Plan or a dialed number with an associated route point for transfer
and conference to agents and skill groups. If the agents are using a hard phone, you can only use
the dialed number with the associated route point.

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Plan to create a separate script for transfers that uses the Dialed Number Plan you configured. In
the initial script, change the call type when the call is transferred to direct the call to the transfer
script. Having a separate script and using the Dialed Number Plan allows you to track data across
call types and skill groups, instead of the agent's default skill group.