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Using Channel Management › Channel Management › Workforce Optimization for Customer Service › Agent management › Use › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

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 (

Image omitted: teams-new.png
Teams icon.\).

  1. Select a team for which you want to analyze skills.

  2. 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.

Parent Topic:Using Channel Management in Workforce Optimization for Customer Service