User Guide

CHAPTER
5-1
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
5
Skill Group Report Templates
The software tracks information about the skill groups at each peripheral.
This chapter includes:
• About Skill Groups, page 5-1
• Base Only Skill Group Reports, page 5-3
• Unified CCE Enterprise Skill Group Reports, page 5-5
• Unified CCE Peripheral Skill Group Reports, page 5-81
About Skill Groups
This section describes:
• Skill Groups, page 5-1
• Peripheral and Enterprise Skill Groups, page 5-1
• Default Skill Groups, page 5-2
• Base and Sub-Skill Groups, page 5-2
• NoteNotes on Skill Groups:, page 5-2
Skill Groups
A skill group is a collection of agents who share a common set of skills, such as being able to handle
callers requesting account balances. You can generate reports for skill groups that cover agent activity
(for example, the number of agents talking, available, or in wrap-up for a particular skill group).
A skill group is associated with a single peripheral (Unified ICM or Unified CCE) that is associated with
the agents’ phones. An agent can be a member of zero, one, or more skill groups (depending on the
peripheral).
Peripheral and Enterprise Skill Groups
A skill group that is associated with a single peripheral is called a peripheral skill group. Peripheral skill
groups from peripherals throughout the enterprise can be combined to form an enterprise skill group.