Skill details
When creating or editing a skill Defined level of knowledge that an employee needs in order to handle a defined workload in WFM., define or update data about the skill.
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Field |
Description |
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Organization Name |
Specifies the name of the organization for which the skill is created. Select an organization that is in the right place in the organization hierarchy. The higher the organization, the more universal the skill is. You can modify organizations for both skills and work queues. |
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Name |
Defines the name of the skill. For example: French Billing Service, Customer Service, Spanish - Phone |
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Description |
Optional: Describes the skill. For example: Fluent to proficient Spanish-language speaking and comprehension to answer calls and communicate to customers in Spanish. |
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Media Type |
Defines the media required for the skill (same list as work queues). For example: Phone, Email, Fax, Chat, Social Post, Callback, Face-to-Face, Operations, Project Instance of the Speech and Text Analytics application that supports a different language or Line of Business (LOB).. |