Skill history and current settings

When you select Work rules history and current settings next to the Start Date field on the Skills Assignment screen, you can edit details related to the current skills assignment.

The top portion shows the history of skills assigned to the employee, according to defined time periods. On the bottom, you can edit the new settings for the current assignment.

Field	Description
From	Defines the date from which the skill Defined level of knowledge that an employee needs in order to handle a defined workload in WFM. was assigned to the employee in the past.
To	Defines the date until which the skill was assigned to the employee in the past.
Proficiency	Defines the skill proficiency level for the employee that was set for the defined time period.
Priority	Defines the priority of the skill for the employee that was set for the defined time period.
Classification	Classifies the skill for the employee that was set for the defined time period.
Effective Dates	Defines the dates that the skill is now being assigned to the employee: Update value for current period <date range>: This selection is the default, and replaces the displayed value for the time period that is currently saved. This setting has the same effect as having no effective dates and always resets the current value. Insert value for period from <date range>: Allows you to set the new value from the beginning of the period being viewed into the future to a specified date. Insert value from <date> forward: Allows you to set the new value from the beginning of the viewed period into the future, with no specified end date.
Is Skill Assigned?	Indicates whether the skill is assigned to the employee. By default, this check box is selected.
Proficiency	Defines the numeric value for the proficiency level of one or more selected employees in the skill, using the following scale: 0.5: Employee is above average in this skill. It takes them half as long as the defined Average Handle Time (AHT) to complete their work using this skill. The system considers this value as the work of two employees. 1.0: Employee is average in this skill. They complete their work using this skill within the Average Handle Time (AHT). The system considers this value as the work of one employee. 2.0: Employee is below average in this skill. It takes them twice as long as the defined Average Handle Time (AHT) to complete their work using this skill. The system considers this value as the work of one half of an employee. Skill proficiencies override general proficiencies defined for the employee.
Priority	Defines the priority of the skill for the employee, which is linked to 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.. This setting determines how interactions or units of work are routed to employees: In call centers, the priority of the skill matches the ACD priority routing (1=highest priority). In an Operations environment, the priority of the skill matches the unit of work routing (1=highest priority). The work queue linked to the skill with a priority 1 is the primary queue. The work queue linked to the skill with a priority 2 is the secondary queue.
Classification	Defines the grouping of the skill for employees as either their primary or reserve skill. This grouping allows you to achieve your service goals Goals in WFM that allow determining how quickly work should be handled, including service level, Average Speed to Answer (ASA), and deadline goals. by taking advantage of a larger pool of eligible employees when increased efficiency is needed. At all other times, employees remain dedicated to their primary skill. Possible values include: Primary Skill: Classifies the skill as being the primary skill of the employee. Employees are dedicated to this skill during a usual business workload. Reserve 1: Classifies the skill as being the first reserve skill of the employee. During peak business hours, when more employees are needed to cover the workload than usual, the schedule can include employees with skills set to Reserve 1. Reserve 2: Classifies the skill as being the second reserve skill of the employee. During peak business hours, when more employees are needed to cover the workload than usual, the schedule can include employees with skills set to Reserve 2.