Set up outbound skills

Set up skills with the media type set to Phone Outbound. Then, assign the outbound skills to the employees who are going to be scheduled for outbound calling.

Before you begin

Set up outbound work queues

Procedure

Go to Organization Management Module in WFO that allows administrators to set up different hierarchies to manage users from a single, unified, Web interface.. Under Employee Attributes, select Skills.
Select Create Skill.
Complete the fields on the Skill screen.
In the Media Type field, select Phone Outbound.
Select Save.
Go to User Management Module that an administrator uses to create a profile for each employee in their organization.. Under Employees, select Skills.
From the left pane, select one or more employees for which you want to assign outbound skills.

The Skills Assignment screen lists the current skills assigned to the selected employees.
To add the outbound skill Defined level of knowledge that an employee needs in order to handle a defined workload in WFM. for the employees, under Assigned, select Add.
Select the outbound skills and select Add Selected Skills.

The system populates the skills on the Skills Assignment screen, under Assigned.
Select Save.

What to do next

Set up work rules based on outbound activity