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.

Before you begin

Link skills to queues
Create a forecast and define service goals, as you would for any campaign (see Set service goals and Forecasts)

To use skill-based scheduling, you must create forecasts and service goals for each queue you are scheduling.

Procedure

Go to Forecasting and Scheduling. Under Calendar, select Calendar.
From the left pane filters, select the campaign and scheduling period you created to support skill-based scheduling.
From Home, select Generate Schedule.
Set all parameters, and select Generate.

WFM schedules employees with the required skills to meet the forecasted contact volume and service goals for each queue. Schedules are optimized to ensure that you have the right mix of employees available at any time.