Analyze skills for your teams in Workforce Optimization for Customer Service

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Add skills to groups and view skill assignments for your teams.

    Before you begin

    Important:
    Starting with the Tokyo release, Legacy Workforce Optimization is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

    Role required: skill_admin

    Procedure

    1. Navigate to Workspaces > Manager Workspace.
    2. Click the Teams icon (Teams icon.).
    3. Select a team for which you want to analyze skills.
    4. Add a skill to the team.
      1. In the Skills tab, click New.
      2. Select a skill in the Skill field.
      3. In the Skill level field, select a level for the selected skill.
      4. In the Inherited from field, select the skill from which this skill is inherited.
      5. Click Save.
      You can click on a skill to analyze skill data such as the number of users or tasks with that skill, the overall skill coverage, and how many experts you currently have with that skill.