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).

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.
Note: Enterprise skill group reports display the same data fields as the peripheral skill
group reports with the same number in the title. However, the enterprise reports have the
added sort by enterprise skill group. For example: the "entskg21: Enterprise Skill Group