Cisco Cisco E-Mail Manager Unity Integration Option User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Base Only Skill Group Reports
5 IPCC Skill Group Report Templates
Task Summary Half Hour Report" and the "perskg21: Peripheral Skill Group Task
Summary Half Hour Report" have the same data fields with the preceding exception.
Summary Half Hour Report" have the same data fields with the preceding exception.
Default Skill Groups
A default skill group acts as a bucket to collect call statistics for calls not routed by ICM
software. It is also used when a skill group is not specified in a routing script like when
using Agent to Agent node. Queue to Agent node checks to see if the agent has logged into
the skill group specified in the node. If not, then the default skill group is used. In addition,
for non-voice tasks, the default skill group is used when the Queue to Agent node queues a
task to an agent.
Using default skill groups helps to Isolate and identify non-ICM-routed tasks within the
agent and skill group report.
You do not have to create default skill groups. ICM software automatically assigns a default
skill group to each media routing domain/peripheral pair.
In the reports, you should be able to quickly and easily identify tasks sent to the default
skill group and distinguish them from tasks handled by other agent skill groups.
software. It is also used when a skill group is not specified in a routing script like when
using Agent to Agent node. Queue to Agent node checks to see if the agent has logged into
the skill group specified in the node. If not, then the default skill group is used. In addition,
for non-voice tasks, the default skill group is used when the Queue to Agent node queues a
task to an agent.
Using default skill groups helps to Isolate and identify non-ICM-routed tasks within the
agent and skill group report.
You do not have to create default skill groups. ICM software automatically assigns a default
skill group to each media routing domain/peripheral pair.
In the reports, you should be able to quickly and easily identify tasks sent to the default
skill group and distinguish them from tasks handled by other agent skill groups.
Base and Sub-Skill Groups
Some peripherals allow skill groups to be prioritized. In this case, skill groups can be
defined as either base skill groups or sub-skill groups. The base skill group is the collection
of sub-skill groups. Sub-skill groups are suffixed by .pri (for primary), .sec (for secondary),
and so on. Agents in the .pri skill group would, for example, have more skill in an area while
the agents in the .sec skill group would be the backup agents.
Note: In non-voice tasks (e-mail, chat, and so on) and an IPCC environment, you should
use only base skill groups, not sub skill groups.
defined as either base skill groups or sub-skill groups. The base skill group is the collection
of sub-skill groups. Sub-skill groups are suffixed by .pri (for primary), .sec (for secondary),
and so on. Agents in the .pri skill group would, for example, have more skill in an area while
the agents in the .sec skill group would be the backup agents.
Note: In non-voice tasks (e-mail, chat, and so on) and an IPCC environment, you should
use only base skill groups, not sub skill groups.
Notes on Skill Groups:
•
Agents should be assigned to either base skill groups or sub-skill groups, but not both.
When creating skill group reports, only choose skill groups to which agents are
assigned. However, if agents are assigned to sub-skill groups and you want the
information for all the sub-skill groups rolled up into the skill group report, then just
choose base skill groups. Please follow these recommendations or there will be double
counting of skill group information.
When creating skill group reports, only choose skill groups to which agents are
assigned. However, if agents are assigned to sub-skill groups and you want the
information for all the sub-skill groups rolled up into the skill group report, then just
choose base skill groups. Please follow these recommendations or there will be double
counting of skill group information.
•
The default skill group is not the base skill group. The base skill group is one that has
sub-skill groups.
sub-skill groups.
•
The summary row in a report adds up all the columns within the report. It is not
reflective of how many agents there are overall, but how many agents are assigned for
each skill group. For example, one agent that is assigned to two skill groups shows up
as two agents in the summary row.
reflective of how many agents there are overall, but how many agents are assigned for
each skill group. For example, one agent that is assigned to two skill groups shows up
as two agents in the summary row.
See the Reporting Guide for Cisco IPCC Enterprise & Hosted Editions and the IPCC
Administration Guide for Cisco IPCC Enterprise Edition for configuration and scripting
considerations for IPCC skill group reporting.
Administration Guide for Cisco IPCC Enterprise Edition for configuration and scripting
considerations for IPCC skill group reporting.
Base Only Skill Group Reports
Some peripherals allow skill groups to be prioritized. In this case, skill groups can be defined
as either base skill groups or sub-skill groups. The base skill group is the collection of sub-skill
as either base skill groups or sub-skill groups. The base skill group is the collection of sub-skill