Create skill groups

Create a skill group to view data for all the included skills at the same time.

Skill groups are used in the Intraday, Adherence and Staffing tools and in the staffing view in Teams.

Prerequisites

  • You have the Web > Modify skill group permission.

Page location

This page can be reached from different locations.

  • WFM > Adherence
  • WFM > Intraday
  • WFM > Staffing

Procedures

Create a skill group from Adherence or Staffing

  1. In Adherence or Staffing, click Manage skill groups.
  2. Click Add.
  3. Enter a Name for the skill group and click Add.
  4. Select the skills to include in the Available skills list. All selected skills are shown in the Included skills field. The channel type for each selected skill is indicated with an icon.
  5. Click Save.

NOTE   The warning triangle next to the skill group name indicates that there are unsaved changes for the skill group.

Create a skill group from Intraday

  1. In Intraday, click Manage skill groups.
  2. Click New group.
  3. Enter a Name for the skill group and click Save.
  4. Select the skills to include in the list to the left. The channel type for each skill is indicated with an icon.
  5. Click the arrow to move the selected skills to the list to the right.
  6. Click Save.

Delete a skill group from Adherence or Staffing

  1. In Adherence or Staffing, click Manage skill groups.
  2. Hover the name of the skill group you want to delete and click Delete.
  3. Click Delete to confirm.

Delete a skill group from Intraday

  1. In Intraday, click Manage skill groups.
  2. Select the skill group you want to delete in the menu.
  3. Click Delete.
  4. Click OK to confirm.

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