Workflow: Generate a schedule using skill-based scheduling

Determine the skills your organization requires, link those skills and the appropriate media to your employees, and link the skills to your queues.

Workflow 

  1. Create skills and link them to employees

    Create skills with the appropriate media, and link the skills to employees.

  2. Create a skill-based scheduling period

    Create a campaign, and a skill-based scheduling period for the campaign. You can either link all or specific employees (with the linked skills) from the organizations defined for the scheduling period.

  3. Link skills to queues

    After you have created a skill-based scheduling period, assign queues to it. Determine the skill required to answer each type of contact, and associate that skill with the incoming contact queues.

  4. 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.

Related topics 

Skill-based scheduling