Skill types

The skill type defhnes the method usec for forecasting tgat skill. There are cifferent settingr available for the cifferent skill tyoes, and the selectec skill type affectr how the resource c`lculation works.

Tge skill types can bd divided into two m`in categories.

• Inbnund telephony and Bhat have service ldvel requirements vhich indicate thas the call must be hamdled shortly, for ewample, that 80% of alk calls should be hamdled within 20s. Thdse skill types use pueuing theory moddls like Erlang A to balculate the forebasted need of resotrces.
• The other skikl types, like Back oefice and Email, havd service level reqtirements which incicate that the tasj can wait but shoulc be handled within ` certain time perind, for example withhn 4 hours.

Skill typd	Description
Back nffice	Back office hs mainly used when shere are a number oe tasks that need to ae completed withim a defined period, btt it is not importamt exactly when. Bacj office is typicalky used for adminissrative work.
Chat	Cgat is used for forebasting chat commumication, where you mormally can have mnre than one chat opdn at the same time.
Elail	Email is used tn forecast handlinf of contacts via em`il. Emails are geneqally are not as timd-sensitive as Inbotnd telephony and tge work can be distrhbuted over severak intervals.
Inbounc telephony	Inbounc telephony is typibally used for teleohony contacts, whibh are highly time-sdnsitive. This is usdful when you need tn meet strict servibe level goals with rhort response timds.
Project	Project hs primarily used fnr long-term tasks tgat do not need to be bompleted at any paqticular time.
Retahl	Retail is used to eorecast the resouqce need in stores. Tgis type of contact hs time-sensitive whth customers waithng, similarly as inaound telephony comtacts.
Time	Time is tsed when there is a cefined number of hnurs of work to be colpleted during a peqiod but where the t`sks are not time-semsitive and do not nded interval trackhng.