User Guide

Table Of Contents

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Agent By Skill Group (page 167)

Generate Agent By Skill Group reports to view current activity for agents in a skill group or

to measure and compare agent performance trends for a skill group.

This category is useful for contact center supervisors or team leads who are responsible for

certain skill groups.

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Agent By Team (page 168)

Use to view current activity for agents in a team or measure and compare agent performance

trends for a team.

This category is useful for contact center supervisors who manage teams of agents.

Reporting on Agent Activity in Skill Groups

A skill group is a collection of agents at a single contact center who share a common set of

competencies that equip them to handle the same types of requests. Some examples of skill

groups are a collection of agents who speak a speciﬁc language or who can assist callers with

billing questions.

Each skill group belongs to a Media Routing Domain (MRD). All voice calls belong to the

Voice MRD by default. An agent can be a member of zero, one, or more skill groups (depending

on the peripheral).

You can generate reports for skill groups that show agent activity (for example, the number of

agents talking, available, or in wrap-up for a particular skill group).

You can report on agents individually or report on all of the agents in one or more skill groups.

Note that in addition to generating reports from the Agent by Skill Group category, you can

also use reports in the Skill Group category (page 178) to monitor operational performance. For

example, you might want to see how a skill group is performing compared to other skill groups

or to see if calls are being distributed evenly by your routing scripts and conﬁguration.