WEM Skills

WEM skills identify an employee's area of expertise. A WEM skill can be an employee's fluency in a specific language or business skills, such as sales, technical support, or Spanish fluency.

WEM skills affect the scheduling logic, so make sure that you create a set of skills that best matches your organizational needs.

When creating a skill, you map your skill to ACD skills. A skill can have multiple ACD skill IDs mapped to it. However, an ACD skill ID can be mapped to only one skill.

Once you've mapped your WEM skills, assign the skill to an employee. Assigning of WEM skills helps in scheduling assignments.

For each WEM skill you create, you can add the employees that have this WEM expertise skill.

When generating a schedule, agents that don't have skills assigned to them won't be included in the schedule. It's recommended that agents don't have more than 8 to 10 skills assigned to them. More than this can make the schedule generation to fail to generate slowly.

Keep in mind, deleting a skill assigned to a Skill Allocation Rule will also delete the rule. Before deleting a skill, makes sure it isn't assigned to an allocation rule.

To add a new WEM skill:

  1. Click the app selector icon of app selector and select Admin.

  2. Go to WEM Skills > New WEM Skill.

    Screenshot of New WEM Skill window

  3. Click New WEM Skill, and enter a unique name that best describes the WEM skill.

  4. If you want to assign a proficiency score to the given skill, select the Proficiency Score checkbox. Assign the proficiency score from the Skills tab under the employee account.

  5. In the General tab, assign the skill to a specific channel. Each skill can only be assigned to one channel.

    The channels are split into two categories: Real Time and Deferrable.

    Real Time channels refer to interactions that must be handled immediately. Deferrable channels can have delayed response times.

    This is important when defining service level goals for staffing.

  6. Assign the skill to a color. This color will be used to display the skill in forecasting graphs.

    You can assign the same color to more than one skill.

  7. Map the WEM skill to one or more ACD skills:

    • For environments with the CXone Mpower ACD, select one or more skills from the drop down list.
    • For all other environments, enter an ACD skill and click Add.

    Remember, if the ACD skill name is changed after you map the ACD skill to the WEM skill, you need to remap the updated ACD skill to the WEM skill.

  8. To assign employees to the WEM Skill, go to the Employees tab, and click Assign Employees.

  9. Select the employees you want to assign to the WEM Skill. You can search and filter for specific employees. Once selected click Confirm to add employees.

    The previously assigned employees are listed in the Assigned tab.

  10. Click Create.

    This new skill appears in the list of WEM Skills.

Proficiency Settings

Proficiency score settings are done from the Skill Proficiency Settings window.

Screenshot of Skill Proficiency Settings window

To perform proficiency settings.

  1. Go to WEM Skills > New WEM Skill.

  2. Click Proficiency Settings.

  3. Choose the direction of the proficiency score by selecting the Score Direction radio button. When you choose the score direction:

    • 1 novice - 20 expert: Score 1 is lowest and 20 is highest.

    • 20 novice - 1 expert: Score 20 is lowest and 1 is highest.

    Keep in mind that:

    You cannot change the scoring direction when the proficiency score is on for any of the skills.

  4. You can change the default skill proficiency score using the numeric stepper. The default score is based on the configuration settings.

WEM Skill Migration

WEM skill migration is a one-time activity required to assign a direction to a WEM skill. This is not needed if you are creating a new WEM skill.

A WEM skill direction must be mapped before you can edit a WEM skill.

The scenarios that require you to map a WEM skill include:

  • Legacy Inbound Skills: These are inbound skills. You need to map them to assign a direction to the skill.

  • Legacy Outbound Skills: These are outbound skills. You need to map them to assign a direction to the skill.

  • Legacy Skills with Mixed Directions: This condition has two possibilities:

    • The WEM skill is mapped to both inbound and outbound ACD skills.

    • The WEM skill is mapped to ACD skills with unknown directions.

    In all of the above cases, the WEM skill is displayed with the icon under the Skill Direction column on the WEM skill page. This means that you must map the skill.

To migrate a legacy inbound skill:

This migration is needed for CXone Mpower ACD skills

All skills of this type have a defined direction. Migration is necessary to map these defined directions.

  1. On the WEM Skills page, go to the WEM skill you want to map.

  2. Click icon under the Skill Direction column of the skill. This opens the Map WEM Skill screen.

    As all these skills have defined direction, all fields are disabled here. Since all these skills have a defined direction, all fields on this screen are disabled.

  3. Click Map to complete the migration.

    After the migration process, you will notice that the existing skill has been assigned a specific direction.

To migrate a WEM skill mapped to both directions:

  1. On the WEM Skills page, go to the WEM skill you want to map.

  2. Click icon under the Skill Direction column of the skill. This opens the Map WEM Skill screen.

    With the migration process, a single WEM skill previously assigned to both directions is divided into two distinct WEM skills. Each of these skills is then assigned to a specific direction. Consequently, one WEM skill will be designated for inbound direction, while the other will be designated for outbound direction.

  3. Choose the Keep as existing option for the skill that you wish to retain its current name. For the new skill created post-migration, provide a name in the field that becomes available upon making this selection.

  4. Assign a color to the new WEM skill from Assign to color.

  5. Click Map to complete the migration.

    After the migration process, you will notice that the existing skill has been assigned a specific direction. A new skill with the provided name and direction has also been added.

To migrate a WEM skill mapped to unknown directions:

  1. On the WEM Skills page, go to the WEM skill you want to map.

  2. Click icon under the Skill Direction column of the skill. This opens the Map WEM Skill screen.

  3. In the Map to ACD Skills section, assign a specific direction to each skill.

  4. Choose the Keep as existing option for the skill that you wish to retain its current name. For the new skill created post-migration, provide a name in the field that becomes available upon making this selection.

  5. Assign a color to the new WEM skill from Assign to color.

  6. Click Map to complete the migration.

    After the migration process, you will notice that the existing skill has been assigned a specific direction. A new skill with the provided name and direction has also been added.