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.
Including the
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
Supervisor Assist.
New outbound and incoming
direct calls increment default skill group metrics, as follows:
-
AgentOutCalls
for external outbound calls.
Note
|
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.
|
-
InternalCalls
for the internal outbound calls.
-
InternalCallRcvd
for the direct incoming calls.
Note
|
CallsHandled is
not incremented for the default skill group, because the default skill group
can not be referenced in any script.
|
Agent-to-agent dialing
using the agent to agent node in the script increments default skill group
metrics, as follows:
-
OutgoingExternal
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.
Transfers and
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
group.