I don't see skills, per se, called out in the attachment...just different queues at different times of the day.
Can you give a business case for wanting to bypass the scheduling algorithm (which puts the best agents at the best times to handle predicted interaction volumes)? It seems you are wanting to do manual scheduling mixed with what is calculated?
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George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
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Original Message:
Sent: 11-26-2019 11:50
From: Karen M Hicks
Subject: WFM Scheduling
Hello all, I wonder if any of can set up on-queue schedules in WFM and assign the 'skill' level
Example attached.
If so, can you walk me through how to do it?
#Unsure/Other
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Karen M Hicks
Koch Business Solutions
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