Cisco Cisco IP Contact Center Release 4.6.2 User Guide

Planning for Skill Group Reporting

Follow these guidelines to obtain accurate and useful reporting data:

•

Decide whether to implement base skill groups or sub-skill groups. For Cisco IPCC Enterprise
systems, we generally recommend that you configure base skill groups only and not configure
sub-skill groups, to avoid confusion in reporting and scripting.

For System IPCC and ARI deployments, sub-skill groups are not supported. If you have
deployed System IPCC or ARI, you can configure only base skill groups.

There may be limited instances where configuring sub-skill groups may be useful, such as
using sub-skill groups as overflow groups in scripts. For example, the script might first
attempt to select an agent in the primary sub-skill group and then, if no agents are available,
attempt to select an agent in the secondary skill group. In this way, you see how many calls
are overflowing out of the primary skill group. However, while there are benefits to using
sub-skill groups, there are also many issues that you might experience if you configure
sub-skill groups.

If you do configure sub-skill groups, understand the following issues that occur when using
sub-skill groups:

–

Sub-skill groups represent primary, secondary, etc., levels of a base skill group. Agents
that are most competent in a skill group would be grouped into the primary sub-skill group.
The name of a sub-skill group is the name of its base skill group with .pri, .sec., etc.
appended to the end of the name.

–

WebView reports are designed for base skill groups.

However, when you run skill group reports in WebView and have configured sub-skill
groups, do not select the base skill group for the report. Agents are not assigned to the
base skill group; they are assigned to the sub-skill group. Because the reports are designed
to gather data from base skill group metrics only, they might not be appropriate for reporting
on sub-skill groups.

–

Sub-skill groups do not imply priority in scripting. You must indicate the priority of each
sub-skill group in the script.

–

If you have configured sub-skill groups, 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.

–

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 queuing to the base skill group.

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)