Adding skills to agents' skill set in Workforce Optimization for ITSM
Analyze all skills and the levels for each skill that your agents have from one location.
The skill matrix in Workforce Optimization for ITSM in the Coaching application displays all skills for all the teams that you manage or additionally manage.
Using the skill matrix, you can:
- View a list of all skills and the level for each skill for every agent grouped by assignment group.
- View the overall skill coverage for each group.
- Filter the skill matrix based on users, groups, skill type, skill level, or skill category.Note:Reset the filter if you want to view the skills for all users. When you reset the filters, all filters other than the Skill filter are reset. The Skill filter retains the skill selections that you've applied to display in the skill matrix.
You can view up to 50 skills at any point in time. For more information on skills and skills levels, see Skills Management.
When your agents gain new skills you can add them manually or use Predictive Intelligence to recommend skills that agents have used that have not yet been added to their skill set. For information on how predictive intelligence works to recommend skills for agents, see Coaching in Workforce Optimization for ITSM.