Cisco Cisco Unified Contact Center Enterprise 9.0(2) 用户指南

A skill group is a collection of agents at a single contact center who share a common set of competencies
and can handle the same types of requests. Each skill group belongs to a Media Routing Domain. You
can report on agents individually or report on all of the agents in one or more skill groups to monitor
agent performance. You can also report on skill groups as a whole to see how the skill group as a whole
is performing compared to other skill groups. You might use this level of reporting, for example, to see
if calls are being distributed evenly by your routing scripts and configuration.

An enterprise skill group is a collection of skill groups from several contact centers. While each individual
skill group is tied to a specific peripheral, an enterprise skill group can span peripherals.

To compile data for enterprise skill groups that appears in WebView reports, ICM software finds the
real-time or historical database records for each member peripheral service or skill group. It then sums
or averages values from the individual records to produce a value for the enterprise skill group. To arrive
at daily values, ICM software sums the half-hour rows for each day.

ICM software can simply total some statistics to obtain enterprise-wide values. For example, to obtain
the number of agents available in an enterprise skill group, ICM software adds the number of agents
available in each member peripheral skill group. If the value is an average or calculated value, such as
AHT (average handle time), or expected delay, ICM software performs more advanced calculations. For
example, to calculate the AHT for an enterprise skill group, ICM software totals the handle time for the
member peripheral services and then divides this number by the total tasks handled for all member
peripheral services.

An agent team is a group of related agents associated with a single peripheral. Agent teams are associated
with a primary supervisor and can be associated with one or more secondary supervisors. You can report
on agent teams to monitor the performance of a particular team. Supervisors might find these reports
useful to monitor the agents that they supervise.

If you have deployed Cisco Collaboration Server and/or Cisco E-Mail Manager in your IPCC Enterprise
system, agents can be configured to receive requests from multiple media channels, including voice,
Web, and email. A Media Class represents a combination, or a single instance, of media that are to be
treated as a single concept by ICM software. In IPCC Enterprise systems, Media Classes include voice,
multi-session chat, single-session chat, Blended Collaboration, and e-mail.

A Media Routing Domain (MRD) is collection of skill groups and services that are associated with a
common media class. Each skill group is assigned to a Media Routing Domain. ICM software uses MRDs
to route a task to an agent who is associated with a skill group and a particular medium.

You can report on activity for all of the MRDs that you have configured in your system.