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

the Agent to Agent node is used in a routing script for agent to agent dialing, data is gathered
for the default skill group.

For non-voice tasks, the default skill group is also used when the Queue to Agent node is used
to queue a task to an agent if the agent is not logged into the skill group specified in the Queue
to Agent node.

Using a default skill group helps to:

•

Ensure the agent/skill group reports balance with the service and call type reports, since
service and call type reports include only ICM-routed calls

•

Isolate/identify non-ICM-routed calls within the agent and skill group report

You do not have to create a default skill group--it is automatically created when you establish
MRD/Peripheral Gateways pairs.

Statistics for the default skill group are affected by different types of calls, including new calls,
agent-to-agent-dialing, and transferred and conferenced calls.

How New Calls Increment Default Skill Group Statistics

Call statistics for all new outbound and incoming direct calls are incremented for the default
skill group as follows:

•

AgentOutCalls for external outbound calls

Note: When an agent makes an outbound call as part of a consult call, the call is not attributed
to the Default Skill Group. It is attributed to the skill group for the consulting agent on the
original call.

•

InternalCalls for the internal outbound calls

•

InternalCallRcvd for the direct incoming calls

Note: CallsHandled is not incremented for the default skill group, since the default skill group
not be referenced in any script.

How Agent to Agent Dialing Increments the Default Skill Group Statistics

Agent-to-Agent dialing using the Agent-to-Agent node in the script also affects the default skill
group. OutgoingExternal or OutgoingInternal are incremented for the default skill group of the
agent initiating the agent-to-agent call. The default skill group InternalCallsReceived is
incremented for the default skill group of the agent receiving the agent-to-agent call.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)