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.
Note |
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. |