Link skills to queues
After you have created a skill-based scheduling period, assign queues to it. Determine the required skill, and associate that skill with the incoming contact queues.
Before you begin
Create a skill-based scheduling period
Procedure
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Go to Forecasting and Scheduling. From Campaigns, select Queues.
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Under Campaign Name, expand the campaign and select the scheduling period to which you want to link a work queue.
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To add a queue to the scheduling period, select Add Queue to Scheduling Period.
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Select the queues you want and select Add Selected Queues.
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On the Campaign Queues screen, enter a skill in the Skill field for each queue.
Associate each work queue with a skill so that the scheduling engine knows which employees can service the workload.
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Select Save.
What to do next