Cisco Cisco IP Contact Center Release 4.6.2 User Guide

Call Type and Skill Group Record Comparison

In ICM Enterprise with ACD environments, services define call treatment. All skill groups
belong to specific services and, therefore, skill group data rolls up to the service. Reports for
services provide call treatment information for all of the skill groups assigned to those services.

In IPCC Enterprise systems, call types define call treatment and provide the types of statistics
that services provide in ACD environments. However, skill groups are associated with call types
only through routing scripts; they are not assigned to call types through static configuration. In
routing scripts, you first determine the call type of a call then base routing decisions on which
skill groups are capable of handling that type of call. You can assign multiple skill groups to a
call type in a routing script and can assign a skill group to multiple routing scripts for different
call types. Therefore, there is not necessarily a 1:1 relationship between call types and skill
groups.

You might notice that data for a call type and the skill group(s) related to the call type through
a routing script do not match. If a skill group is used in multiple scripts, reporting for that skill
group includes data for all of the call types to which it is assigned. If a call type routes to multiple
skill groups, data for the call type is distributed among those skill groups.

You compare call type and skill group records only if all of the following are true:

•

There is a 1:1 correlation between a call type and skill group. Your routing script cannot
queue to two skill groups simultaneously if you want a 1:1 correlation. This 1:1 correlation
is not a useful configuration; in production environments, the routing scripts might queue to
multiple skill groups, and an individual skill group might be used in several scripts that are
associated with different call types. For example, if you configure a separate call type for
Redirection on No Answer calls, you might want to queue to the same skill groups to which
the call was queued initially.

•

The call type is qualified again in the routing script before the call is offered to an agent using
the LAA and/ or Queue node to avoid extraneous offered and flow out information.

However, even if you configure your scripts using the 1:1 call type to skill group correlation
and change the call type when appropriate, you will still notice some reporting discrepancies
for the number of tasks offered and the manner in which hold time for consult calls is reported.

The number of tasks offered to the call type and skill group will not match because call type
tasks offered is incremented for each task routed using that call type, but skill group tasks offered
is only incremented when the task is offered to an agent in that skill group.

The call type and skill group hold time and talk time might not balance for agents who are in
hold state in a consult call. This is reported as hold time for the call type and talk time for the
skill group because the state of the consult call is hold, but the agent not on hold is in talking
state as he or she is talking to the customer on the other line.

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