Example: skill-based scheduling in back office environments

As in a call center, skills are also useful in back office environments to route the appropriate work to the employees with the relevant skills.

For example, in a back office environment, you have three main types of work:

You have the following employees with the following qualifications:

Employee A is a researcher and detail-oriented.
Employee B is good at troubleshooting and problem-solving, and delves into every customer case with a deep level of detail.
Employee C is organized and meticulous and also does research.

You assign skills accordingly to the employees:

Employee A: Research with a priority of 1, and Data Entry with a priority of 2
Employee B: Investigation with a priority of 1, and Research with a priority of 2
Employee C: Data Entry with a priority of 1, and Research with a priority of 2

The work assignments are done accordingly:

Two customer cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously. come in that require research, and one case involves some investigation into the issue.
If Employee A is available, one of the research cases goes to Employee A.
The second research case can go to Employee C.
The investigative case can go Employee B.