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.
An agent can be a
member of zero, one, or more skill groups (depending on the peripheral) up to a
maximum specified in the
Solution Design Guide for
Cisco Unified Contact Center Enterprise.
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).
In addition to
generating Agent Skill Group reports, you can also use Skill Group reports 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.