Some ACDs available to Unified CCE
support the concept of prioritized skill groups (sub-skill groups). For these
ACDs, Configuration Manager supports this concept and allows you to distinguish
priority levels (primary, secondary, and so forth) of a base Skill
The Configuration Guide for Cisco
Unified ICM/Contact Center Enterprise and Hosted
lists these ACDs.
When sub-skill groups are configured, Unified
CCE configuration creates a base skill group for these sub-skills. If sub-skill
groups exist, when you generate a report from the Agent By Skill Group and
Skill Group By Peripheral categories, select the sub-skill groups (and not the
base skill groups) from the Skill Groups item-selection list.
you select both the base skill group and the corresponding sub-skill groups
from the Skill Groups item-selection list, the reports display data for both
base and sub-skill groups, making the report summaries incorrect. (The data in
the base skill group is a roll up of data from the sub-skills.)
no sub-skill groups are configured, select the base skill group from the
Skill Groups item-selection list.
For Skill Group By Enterprise
reports, you must determine which skill groups to include in the Enterprise
skill group. If you configured sub-skill groups from several peripherals or
from different media, group only the sub-skill groups into the Enterprise Skill
Group and not both base and sub-skill groups.
Sub-skill groups are
not supported for Unified CC.