Cisco Cisco Administrative Workstation User Guide

Call Type reports in Unified ICM primarily provide call routing statistics and contain no other
call handing statistics., unless they used translation routing. 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.

Base and Sub- Skill Group Reporting

Some ACDs available in the Unified ICM system support the concept of prioritized skill groups
('sub-skill groups'). Configuration Manager also supports this concept and allows you to
distinguish priority levels (primary, secondary, and forth) of a base Skill Group.

When sub-skill groups are configured, the ICM configuration creates a base skill group for these
sub-skills. If sub-skill groups exist, when you generate a report from the Agent By Skill Group
and Skill Group By Peripheral categories, select the sub-skill groups (and not the base skill
groups) from the Skill Groups item-selection list.

If you select both the base skill group and the corresponding sub skills groups from the Skill
Groups item-selection list, the reports will show data for both base and sub skill groups, making
the report summaries incorrect. (The data in the base skill group is a roll up of data from the
sub-skills.)

If no sub-skill groups are configured, then select the base skill group from the Skill Groups
item-selection list.

For Skill Group By Enterprise reports, you must determine which skill groups to include in the
Enterprise skill group. If you configured sub-skill groups from several peripherals or from
different media, group only the sub-skill groups into the Enterprise Skill Group and not both
base and sub-skill groups.

Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)