Analyze skills for your teams in Workforce Optimization for Customer Service

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

Before you begin

Role required: skill_admin

Procedure

1. Navigate to Workspaces > Manager Workspace.
2. Click the 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.