24 Overview
From a reporting perspective, you can view agent and call routing
statistics on an enterprise-wide or peripheral-by-peripheral basis.
Enterprise reporting gives you a view of performance across the entire
call center enterprise. Peripheral reporting focuses your reports on
specific areas of the call center enterprise.
To become more familiar with the ICR call center enterprise, it might
help to review the types of organizational entities you can define.
See also:
Table 1, later in this chapter, provides information on how ICR call
center terms map to the terms used by ACD vendors.
1.2.1. Services and Skill Groups
A service is a particular type of call processing that the caller requires.
In most cases, a service can be thought of as a certain type of call. For
example, in a software company’s call center, callers who have
questions about installing software might be directed to the Technical
Support service.
A skill group, on the other hand, is a set of agents who handle similar
types of calls or have a common set of skills. A skill group might
contain agents who are able to handle a particular type of call (for
example, calls from customers who speak Spanish). Figure 4 shows the
hierarchy of services and skill groups within a call center enterprise.
Enterprise Skill Group
Peripheral
Skill Groups
Agents
Agents Agents
Peripheral
Services
Enterprise Service
Peripheral
Skill Groups
Agents
Agents Agents
Peripheral
Skill Groups
Agents
Agents Agents
Figure 4: Service and Skill Group Hierarchy
As shown in Figure 4, you can group services and skill groups to create
enterprise services and enterprise skill groups. These are simply
collections of services and skill groups that span call centers.
A peripheral service is a service that is tied to a specific ACD or PBX.
You might have several Sales peripheral services. Each Sales peripheral
service is tied to, or associated with, a specific peripheral somewhere in
the call center enterprise. The Sales services can be logically grouped