Skill-based scheduling

You can generate a schedule for employees with skills to handle the workload. You can associate those skills with your employees, and then link the skills to your queues.

Skill definitions can be expanded to include the media associated with a skill Defined level of knowledge that an employee needs in order to handle a defined workload in WFM..

When you generate the schedule, the scheduling engine schedules the right number of people with the right skills at the right times.

Related topics 

Workflow: Generate a schedule using skill-based scheduling

Workflow: Set up skills