Workflow: Generate a schedule using skill-based scheduling

Determine the skills your organization requires, link those skills and the appropriate media to your employees, and link the skills to your queues.

Workflow

Create skills and link them to employees

Create skills with the appropriate media, and link the skills to employees.
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-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.
Link skills to queues

After you have created a skill-based scheduling period, assign queues to it. Determine the skill required to answer each type of contact The entire communication experience for a customer, from beginning to end., and associate that skill with the incoming contact queues.
Generate a schedule for a skill-based scheduling period

Generate a schedule, which schedules the right number of people with the right skills at the right time.