Create a skill

Create a skill to forecast for. Start by choosing the skill type, for example Inbound telephony, Email or Chat.

There is a wizard to help you create a skill and define all the skill settings. The settings define for example which activity the forecast is connected to and the service level target. The procedures below guide you through the steps of creating a skill.

When the skill is created, continue by creating workloads. All settings related to the actual work, for example defining open hours and connecting queues, are defined for the workload. A skill can have more than one workload if the workloads share the same service level targets and the agents can handle the calls on all the workloads within the skill. See WFM: Prepare for forecasting (initial setup) for more information on what to think about when you create skills.

The agents are assigned to one or more skills.

Prerequisites

  • You have the Forecasts permission.
  • The activity to use for this skill is created and the Requires skill check box is selected for that activity. See Create activities.

Page location

Client > Forecasts

Procedures

Related topics