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Business Unit Skills

Using the Business Units > Skills pane, you can select the skills you want to include in the business units (BU). To open this pane, select a BU and in the right-side pane, click Skills.

Skills are imported into WFM automatically during synchronization, but they are first defined and assigned to agents in Genesys Administrator. In WFM, skills are assigned to business units (not sites). A skill is assigned to one business unit only and can be assigned only to activities and profiles under this business unit.

Read more about skills in the Workforce Management Administrator's Guide.

Skills Pane Controls

WM 851 icon-save.png Save Now Click to save the properties after you have entered them or made changes.
WM 851 agent activities plus.png Add Skills to Business Unit Click to add a skill to a business unit. When clicked, opens a list of available skills from which to choose.
WM 851 agent activities minus.png Remove Skills from Business Unit Click to remove a skill from a business unit.
WM 851 icon-help.png Help Click to open a Help topic for the Skills pane.

Available Skills Pane Controls

WM 851 agent activities assign.png Apply Click to apply this skill to the selected business unit.
WM 851 icon close.png Close Click to close the Available Skills pane.
WM 851 icon-help.png Help Click to open a Help topic for the Available Skills pane.

Adding Skills to Business Units

To add a skill to your business unit:

  1. Select a business unit.
  2. In the Skills pane, select Add Skills to Business Unit WM 851 agent activities plus.png .
    The Available Skills pane opens.
    Important
    The Available Skills pane contains unassigned skills only. To assign this same skill to another BU, you must first unassign it from this BU.
  3. Select a skill and click Apply WM 851 agent activities assign.png .
    The skill appears in the Skills pane and is assigned to the selected business unit.
    Tip
    If you select a skill that cannot be applied, the Review Validation Messages pane opens with an error description.
  4. Click Save Now WM 851 icon-save.png .

Removing Skills from Business Units

To remove a skill from a business unit:

  1. In the Skills pane, select the skill you want to remove.
  2. Click Remove Skills from Business Unit WM 851 agent activities minus.png .
  3. When the Confirmation dialog opens, select Yes to proceed or No to cancel the action.
  4. Click Save Now WM 851 icon-save.png .

Sorting and Searching Skills Lists

To sort the skills in a list:

  • Click the header of the column by which you want to sort the skills.

To search for skills in a list:

  • Type the skill name in the Search field and press Enter.

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This page was last modified on August 17, 2018, at 10:08.