User Guide

5-2
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(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.
• For the Peripheral Skill Group reports in the Skill_Group_Half_Hour schema database table, the
following points about the ServiceLevelCallsAbandToHalf field are applicable:
– ServiceLevelCallsAbandToHalf should be matched to RouterCallsAbandQToHalf +
RouterCallsAbandToAgentToHalf
– ServiceLevelCallsAbandToHalf does not match RouterCallsAbandQToHalf +
AbandonCallsRingToHalf, because of the way that AbandonCallsRingToHalf is determined
Default Skill Groups
A default skill group acts as a bucket to collect call statistics for calls not routed by the 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-Unified ICM-routed tasks within the agent
and skill group report.
You do not have to create default skill groups. The 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 a Unified CCE environment, you should use only base
skill groups, not sub skill groups.
Note 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.
• The default skill group is not the base skill group. The base skill group is one that has sub-skill
groups.