---
title: "Assign Skills to WFM Agents"
slug: "assign-skills-to-wfm-agents"
description: "Assign skills to agents in Dialpad WFM to improve scheduling accuracy and optimize coverage based on expertise and availability."
tags: ["WFM", "skills"]
updated: 2026-06-05T09:41:32Z
published: 2026-06-05T09:41:32Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dialpad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Assign Skills to WFM Agents

Skills are essential for effective workforce management. Assigning agent skills helps optimize scheduling, improve agent satisfaction, and enhance the customer experience by matching agents to the right tasks.

In Dialpad WFM, activities are assigned to an agent as a skill to signify that they are trained and able to work on these tasks. Some agents work as generalists, covering a range of tasks, while others specialize in specific activities based on their expertise.

Let’s dive into the details.

> [!NOTE]
> Who can use this
> 
> Dialpad WFM is available to all Dialpad users.
> 
> Contact your Customer Success Manager to discuss adding Dialpad WFM to your plan.

## Assign skills to WFM agents

Skills can be assigned to WFM agents from the Agents page, or when editing an activity.

Let’s look at each method.

### Assign skills from the Agents page

To assign skills from the agents, head to your **Dialpad WFM Settings.**

1. Navigate to **Company**
2. Select **Agents**
3. Select the checkbox next to the agent you want to assign skills to ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/agent-skill-1.png)
4. In the agent pop-up, navigate to **Skills**
5. Select all of the activities (skills) this agent is trained to do ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/save-skills.png)
6. Select **Save selection**

### Assign skills when editing an activity

To assign skills when editing an activity:

1. Navigate to **Schedule**
2. Select **Day**
3. Select **Activities**
4. Select the **edit**beside the activity you want to assign to the agent ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/edit-activity.png)
5. Navigate to Agents trained in this activity
6. Select the agent(s) who are trained to do this activity

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/add-agent-to-activity.png)
7. Select **Save**

## Frequently asked questions

### Can I schedule based on agent skill?

Yes! Skills are primarily used when scheduling activities using Activity Plans.

By using skill filters, you can ensure that only skilled agents are scheduled time on certain activities, reducing scheduling errors or the need to keep track of their skills.

1. Create or edit an existing Activity Plan
2. Create or edit a break or activity rule
3. Navigate to **Filter Agents**, then select **Add condition**
4. Select **Agent skill**
5. Select the applicable operator
  1. Choose **is any of**to apply this rule to all agents who have this skill(s)
  2. Choose **is none of** to exclude this rule from agents who have this skill(s)
6. Select the relevant activity or activities from the dropdown

> [!TIP]
> Tip
> 
> You can also use the [Redeployment option](https://help.dialpad.com/docs/agent-redeployment#use-agent-redeployment) on the real-time dashboard to reassign agents based on their skills and availability. Changes are applied and published automatically, and agents are notified through Dialbot.

> [!NOTE]
> Note
> 
> When you update agent skills, you’ll need to reapply any activities filtered by those skills to refresh the schedule.

### Can I view the schedule based on agent skills?

Yes. Filtering the schedule to show agents with specific skills is helpful when tracking coverage or making last minute changes.

To view the schedule based on specific agent skills:

1. Select**Schedule**
2. Select the desired view (Week or Day)
3. Select **Filters**
4. Select **Filter skills**
5. Check boxes of the skills you want to see
6. Select **Apply** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/filter-by-skill.png)

That’s it! The schedule will then be filtered to only show agents who have the selected skill(s).

## Related

- [Scheduling 101](/scheduling-101.md)