Assigning work using Work Scheduler in Workforce Optimization for Customer Service

Manage your teams' work assignments easily by customizing your work queue to display the most relevant work items.

Gain insights into which agents have been recommended to work on a task based on the mandatory and optional skills they have.

• Assign work based on your teams' skills and capacity
  Plan your teams' work and assign work items such as incidents, problems, change requests, or interactions to them based on their skills, availability, and capacity. View your teams' shifts, events, and work assignments and assign or reassign the work items from a central location.
• Create a criteria for a matching rule in Work scheduler
  Add a criteria for a matching rule to enable assignment of work items to team members based on the rule.

Parent Topic:Workforce Optimization for Customer Service