Skills mapping

The skills mapping feature allows you to map skills to queues for use with outsourcing.

The Skills Mapping page is only visible if you created an Outsourcer data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs..

Procedure

1. Navigate to Integration Management > Data Sources > Settings.

2. In the left pane, select the Outsourcer data source for which you want to create or edit skills mapping.

3. Click the Skills Mapping page.

   The right panel consists of a table with three columns:

   • The Name column displays all data source skill Defined level of knowledge that an employee needs in order to handle a defined workload in WFM. mappings that have been created.

   • The Description column gives a brief description of the data source.

   • The Mapped Skill column lists the skill that has been mapped.

Related topics 

Creating or editing skills mapping