Cisco Cisco IP Contact Center Release 4.6.1 사용자 가이드
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 5 Skill Group Report Templates
About Skill Groups
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 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.
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 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.
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.
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.
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.
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.