Cisco Cisco IPCC Web Option Technical References
Skill Groups
69
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Figure 29: Skill Group Configuration
3. Impact on Unified ICM Reports:
Table
5: Impact on Unified ICM Reports
Report Type
Impact
Agent Skill Group
Half Hour
Half Hour
When you do not configure a skill group priority in
Unified ICM, the Agent Skill Group Half Hour report will
add all the statistics of the ACD priorities to a single skill
group.
Unified ICM, the Agent Skill Group Half Hour report will
add all the statistics of the ACD priorities to a single skill
group.
If you configure the ACD priority in Unified ICM, the
reports will display the statistics for each priority.
reports will display the statistics for each priority.
Skill Group Half Hour
The reports will display all the configured Unified ICM
skill groups. When using ACD priority, the Unified ICM
reports display a skill group for each of the priorities
configured (called Unified ICM sub-skill group) and one
base skill group.
skill groups. When using ACD priority, the Unified ICM
reports display a skill group for each of the priorities
configured (called Unified ICM sub-skill group) and one
base skill group.
When you use a skill group with no priority configured,
the reports will display one Unified ICM skill group
configured for each ACD skill group.
the reports will display one Unified ICM skill group
configured for each ACD skill group.
Termination Call
Detail
Detail
The Termination Call Detail for calls for the ACD skill
groups with priority configured will contain the Unified
ICM skill group defined by the ACD peripheral number
(base skill group).
groups with priority configured will contain the Unified
ICM skill group defined by the ACD peripheral number
(base skill group).