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.
Before you begin
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Create a forecast and define service goals Goals in WFM that allow determining how quickly work should be handled, including service level, Average Speed to Answer (ASA), and deadline goals., as you would for any campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. (see Set service goals and Forecasts)
Procedure
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Go to Forecasting and Scheduling. Under Calendar, select Calendar.
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From the left pane filters, select the campaign and scheduling period you created to support skill-based scheduling.
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From Home, select Generate Schedule.
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Set all parameters, and select Generate.
WFM schedules employees with the required skills to meet the forecasted contact The entire communication experience for a customer, from beginning to end. volume and service goals for each queue. Schedules are optimized to ensure that you have the right mix of employees available at any time.