A default skill
group is created for each configured Media Routing Domain. The default skill
group acts as a bucket to capture information about voice calls and non-voice
tasks, in the following situations:
A call is not
routed by a Packaged CCE routing script.
A skill group is
not specified in a routing script.
The Agent to
Agent node is used in a routing script for agent-to-agent dialing.
The Queue to
Agent node queues a task to an agent and the agent is not logged into the skill
group specified in that node.
default skill group in reports helps to identify non- Packaged CCE-routed calls
within agent and skill group reports, and ensures that agent/skill group
reports balance with call type reports, because call type reports include only
Packaged CCE-routed calls.
Metrics for the
default skill group are affected by different types of calls, including new
calls, agent-to-agent dialing, transfers and conferences, and Emergency and
New outbound and incoming
direct calls increment default skill group metrics, as follows:
for external outbound calls.
When an agent
makes an outbound call as part of a consultative call, the call is not
attributed to the default skill group. It is attributed to the skill group for
the consulting agent on the original call.
for the internal outbound calls.
for the direct incoming calls.
not incremented for the default skill group, because the default skill group
can not be referenced in any script.
using the agent to agent node in the script increments default skill group
metrics, as follows:
or OutgoingInternal is incremented for the default skill group of the agent
initiating the agent to agent call.
InternalCallsReceived is incremented for the default skill group
of the agent receiving the agent to agent call.
conferences increment default skill group metrics, as follows:
If agent A
transfers or conferences a Packaged CCE–routed call to agent B directly without
using a script, OutgoingExternal or OutgoingInternal for agent A is incremented
against the skill group of the Packaged CCE-routed call. For agent B,
IncomingDirect is incremented against the default skill group.
If the agent A
transfers or conferences a Packaged CCE–routed call to a dialed number that
accesses a transfer or conference script that has an agent to agent node,
OutgoingExternal or OutgoingInternal for agent A is incremented for the skill
group of the Packaged CCE-routed call. For agent B, IncomingDirect is
incremented for the default skill group
Emergency and Supervisor
Assist calls increment InternalCallsRcvd for the supervisor's default skill