Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide
C H A P T E R
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
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Skill Group Report Templates
The software tracks information about the skill groups at each peripheral.
This chapter includes:
This chapter includes:
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About Skill Groups
This section describes:
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Skill Groups
A skill group is a collection of agents who share a common set of skills, such as being able
to handle callers requesting account balances. You can generate reports for skill groups that
cover agent activity (for example, the number of agents talking, available, or in wrap-up for
a particular skill group).
A skill group is associated with a single peripheral (ICM or IPCC) that is associated with the
agents’ phones. An agent can be a member of zero, one, or more skill groups (depending
on the peripheral).
to handle callers requesting account balances. You can generate reports for skill groups that
cover agent activity (for example, the number of agents talking, available, or in wrap-up for
a particular skill group).
A skill group is associated with a single peripheral (ICM or IPCC) that is associated with the
agents’ phones. An agent can be a member of zero, one, or more skill groups (depending
on the peripheral).
Peripheral and Enterprise Skill Groups
A skill group that is associated with a single peripheral is called a peripheral skill group.
Peripheral skill groups from peripherals throughout the enterprise can be combined to form
an enterprise skill group.
Peripheral skill groups from peripherals throughout the enterprise can be combined to form
an enterprise skill group.