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

levels. For example, if a single call is queued to multiple skill groups and the call abandons,
this impacts Service Level metrics for Offered and abandon for all those skill groups.

You can configure the Service Level setting individually for each skill group, or globally for
skill groups grouped by MRD or peripheral. For System IPCC deployments, you set the
global Service Level grouped by MRD only.

Planning for Enterprise Skill Group Reporting

Determine which skill groups you want to group into an enterprise skill group. These skill groups
might be from several peripherals and/or from different media. For example, you may have a
skill group called Boston_Sales on one peripheral and a skill group called NewYork_Sales on
another peripheral. You could create an Enterprise skill group called Enterprise_Sales.

If you group skill groups from the same peripheral into an Enterprise skill group, you will see
double-counting of some metrics in your reports.

If you are using an IPCC Gateway deployment, in which Cisco IPCC Enterprise acts as an IP
ACD to a parent ICM Enterprise system, decide which skill groups on the Cisco IPCC Enterprise
system are to be grouped into enterprise skill groups as the parent level. Refer to the Cisco IPCC
Gateway Deployment Guide for more information about IPCC Gateway deployment and
considerations.

Planning for Agent Teams and Supervisors

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

•

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 configuration tool. Teams are
peripheral-specific.

•

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.

Note: All agents on a team and the supervisor(s) for the team must reside on the same
peripheral.

Supervisors can only view data for their own team(s) in agent reports.

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