Add Skills

Skills in inContact Workforce Management v1 are typically the same as the skills, splits, and hunt groups defined on your PBX/ACD. They are associated with the labor units inContact WFM v1 uses in creating schedules. This topic explains how to add skills.

For more information about skills, see Skills Overview.

  1. In the inContact WFM v1 Web Portal, click ConfigurationMiscellaneousSkills.
  2. Click Add Skill in the Skill Configuration pane.
  3. Click New Skill in the Name field and then type a name for the skill.
  4. Configure the settings for the skill.
  5. If you selected 24/7 for Hour of Operation, click Save and the task is complete. Otherwise, click Edit beside the Queue Hours field.
  6. In the Edit Queue Hours dialog, configure the hours of operation.

    Queue hours affect forecasting. For more information, see the "Forecasting Call Volumes Overview" in the inContact Workforce Management v1 User Manual.

  7. Click OK and then click Save.

See Also