Creating or editing skills mapping

You can create, edit or delete skills mappings.

Procedure

1. Click Create Mapping.

2. Specify a name for the mapping in the Name field.

3. Give a brief description of the data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. in the Description field.

4. Select the mapped skill Defined level of knowledge that an employee needs in order to handle a defined workload in WFM. using the drop-down menu.

   You can do this step later; you do not need to map the skill when you first create a skill mapping.

5. Click Save to save your mapping and return to the Skills Mapping page.

   Click Cancel to return to the Skills Mapping page without saving.

   Click Revert to cancel any changes you have made to this page. You remain on the mapping creation page.

Editing or deleting a skills mapping

To edit the name, description, or change the skill for any mapped skill, click Edit Mapping and replace the content in the fields.

To delete an existing mapping, click Delete Mapping. Only the mapping is deleted; skill information is not deleted.