Enterprise Skill Groups
An Enterprise skill group is a configured entity that serves to group a collection of skill groups on different peripherals.
For example, you may have a skill group called Boston_Sales on one peripheral and a skill group called NewYork_Sales on another peripheral. You could create an Enterprise skill group called Enterprise_Sales.
In a Unified CCE environment, configuring Enterprise Skill Groups allows you to report on skill groups across all ACDs, thus providing an enterprise view.
If you are using a Cisco Contact Center Gateway deployment, in which Unified CCE acts as an IP ACD to a parent Unified CCE system, decide which skill groups on the Unified CCE system are to be grouped into Enterprise skill groups at the parent level.
If you group skill groups from the same peripheral into an Enterprise skill group, you will see double counting of some metrics in your reports.