Link skills to queues
After you have created a skill Defined level of knowledge that an employee needs in order to handle a defined workload in WFM.-based scheduling period, assign queues to it. Determine the required skill, and associate that skill with the incoming contact The entire communication experience for a customer, from beginning to end. queues.
Before you begin
Create a skill-based scheduling period
Procedure
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Go to Forecasting and Scheduling. From Campaigns, select Queues.
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Under Campaign Name, expand the campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. and select the scheduling period to which you want to link a work queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time..
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To add a queue to the scheduling period, select Add Queue to Scheduling Period.
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Select the queues you want and select Add Selected Queues.
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On the Campaign Queues screen, enter a skill in the Skill field for each queue.
Associate each work queue with a skill so that the scheduling engine knows which employees can service the workload.
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Select Save.
What to do next