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Question about unknown skill group in IPCC 7.0

Hi

When I use the Webview to view the Agent Task Detail Activity Report, I find one skill group which I have not created. The skill group name is CCMPIM.Cisco_Voice.default.01398(5000). I think it is created by the system itself. So I want to know what is skill group used?

Any effort would be appreciated.

Thanks & Regards

2 REPLIES
Blue

Re: Question about unknown skill group in IPCC 7.0

Outbound calls made on the agent line when they are logged in get counted to this "default skill group".

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adignan - berbee

New Member

Re: Question about unknown skill group in IPCC 7.0

Thank you for relay.

I have aksed the cisco engineer.He asks me to refer to The IPCC Reporting Guide for more information.

The Role of the Default Skill Group in Reporting

The default skill group acts as a bucket to capture information about voice calls not routed byICM/IPCC routing scripts or if a skill group is not specified in a routing script. For example, if the Agent to Agent node is used in a routing script for agent to agent dialing, data is gatheredfor the default skill group.

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