Skill proficiencies and priorities
A skill Defined level of knowledge that an employee needs in order to handle a defined workload in WFM. proficiency defines how proficient the employee is in that specific skill. A skill priority is linked to the work queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time., and determines how the system routes the interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. or unit of work (in Operations) to the employee.
Example: Setting a skill proficiency level for an employee
You assign John Smith, an employee, with a general proficiency of 1.0. John is average at work, completing the workload within the Average Handle Time (AHT).
You assign the employee with the skill, French, a language in which the employee is fluent. You define the skill proficiency level in French to be 0.5, as the employee is above average in this skill. Therefore, the proficiency of 0.5 in French overrides the work proficiency of 1.0.
Skill priorities
Note the following about setting priorities for skills:
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If there are no priorities or if all skills have the same priority, the system routes the work to the next available employee.
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If two or more employees are available, the interaction or unit of work is assigned to the employee with the highest priority skill.
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An employee with two or more skills is the only available employee. There is pending work from more than one queue. The work from the highest priority queue for the employee determines which one is routed to them.