Workflow: Set up skills

Create skills that parallel the skills needed to deal with the workload, and then link employees to skills.

Skills are required for skill Defined level of knowledge that an employee needs in order to handle a defined workload in WFM.-based scheduling. If you are not performing skill-based scheduling, you do not need to create skills.

Workflow 

  1. Create a skill or Import skills

    You can import skills or manually create skills in the system.

  2. Assign a skill to employees

    After creating a skill or importing skills, assign a skill to employees.

  3. The remaining steps are completed in the Forecasting and Scheduling module and include the following steps:

    1. Create a skill-based scheduling period

    2. Link skills to queues

    3. Generate a schedule for a skill-based scheduling period

Related topics 

Example: skill-based scheduling in call centers

Edit a skill

Copy a skill

Export skills

Skill-based scheduling