Create a skill-based scheduling period

Create a campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads., and a skill Defined level of knowledge that an employee needs in order to handle a defined workload in WFM.-based scheduling period for the campaign. You can either link all or specific employees (with the linked skills) from the organizations defined for the scheduling period.

Before you begin

• Create skills and link them to employees

• Create work rules Rules in WFM that determine how employees are scheduled, and reflect both the needs of the organization and the individual employees. and assign them to employees, as you would for any schedule (see Workflow: Set up work rules)

Procedure 

1. Create a campaign:

   1. Go to Forecasting and Scheduling. From Campaigns, select Settings.

   2. Select Create Campaign.

   3. Complete the fields for the campaign and select Save.

      The campaign appears under Campaign Name on the left side.

2. Select Create Scheduling Period.

3. Complete the initial settings and select Save.

4. Under General Settings, select Skill Based.

5. Determine the next step:

   • To link all employees from all linked organizations to the campaign, select Use All Employees in Linked Organizations. Complete the remaining fields and select Save.

   • To link specific employees (to whom you have linked the skills), you can add those specific employees in step 6.

6. To link specific employees (with the linked skills) from the organizations defined for the scheduling period:

   1. Go to Forecasting and Scheduling. Under Employees, select Profiles.

   2. Select the campaign and scheduling period to which you want to link employees.

   3. Select Add Employee to SP.

      The employees displayed are associated with the organizations defined in the Organization field in the Settings workspace Area within an application window where the user interacts with the program. under Campaigns. You can only select employees associated with these organizations.

   4. Select the employees you want and select Add.

What to do next 

Link skills to queues

Related topics 

Workflow: Define a campaign and scheduling period