Example: skill-based scheduling in back office environments

As in a call center, skills are also useful in back office environments to route the appropriate work to the employees with the relevant skills.

For example, in a back office environment, you have three main types of work:

You have the following employees with the following qualifications:

Employee A is a researcher and detail-oriented.
Employee B is good at troubleshooting and problem-solving, and delves into every customer case with a deep level of detail.
Employee C is organized and meticulous and also does research.

You assign skills accordingly to the employees:

Employee A: Research with a priority of 1, and Data Entry with a priority of 2
Employee B: Investigation with a priority of 1, and Research with a priority of 2
Employee C: Data Entry with a priority of 1, and Research with a priority of 2

The work assignments are done accordingly:

Two customer cases come in that require research, and one case involves some investigation into the issue.
If Employee A is available, one of the research cases goes to Employee A.
The second research case can go to Employee C.
The investigative case can go Employee B.