Service goals and queue behavior settings
Settings available to define your service goals Goals in WFM that allow determining how quickly work should be handled, including service level, Average Speed to Answer (ASA), and deadline goals., set queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. limits, and queue behaviors, depend on the media type of the queue. Some settings also depend on whether you are working in a skilled campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. or not.
Service goals
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Queue type |
Service Goal Type |
Description |
|---|---|---|
|
Immediate |
Service Level |
Specify the % of Contacts that must be answered in the specified time. |
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|
Average Speed to Answer |
Define how quickly calls must be answered. |
|
Deferred |
Service Level |
Specify the % of Contacts that must be answered in the specified time. Specify also whether this time is measured against working hours or actual hours. |
|
|
Deadline Goals |
Specify the % of the volume of work that must be complete by the specified number of seconds. |
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Outbound |
- |
Specify the max number of dials expected per hour. Then specify the % of those dials that you expect to connect successfully or those dials that connect successfully to the intended party. |
Queue Limits
For immediate and chat queues, you can specify minimum and maximum occupancy levels, and the maximum level of abandons. Occupancy is the percentage of work time that an employee actually spends dealing with calls or chats. This setting is only available for skilled scheduling periods.
|
Setting |
Description |
|---|---|
|
Min Occupancy % |
Specify the minimum required percentage of time employees should spend on calls or chats for the selected queues. The minimum % value defaults to 0. |
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Max Occupancy % |
Specify the maximum required percentage of time employees should spend on calls or chats. The maximum % value defaults to 100. |
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Max Abandons % |
Specify the maximum acceptable limit for abandoned calls, or chats for the selected queues. The default value is 10. |
Queue behaviors
|
Setting |
Description |
|---|---|
|
Quality Score goals |
You can specify that if possible, a queue must have a percentage of, or a number of employees with a specified minimum quality score. These scores are the scores assigned to agents by the Performance Management module. |
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Priority level |
Set the priority level for a queue which can be used to determine how a multi-skilled employee gets assigned to a queue. When an employee is assigned to multiple queues, they get work from the queue with the highest priority. Where 1 is the highest. This setting is only available in a skilled campaign. |
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Patience |
Define how long you expect customers to wait on this queue for a response. This setting is not available to an outbound queue. |
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Reserve Threshold 1 |
Define the time at which employees who have the appropriate first reserve skill Defined level of knowledge that an employee needs in order to handle a defined workload in WFM. for this queue are assigned temporarily to help bring down wait times. This setting is only available in a skilled campaign. |
|
Reserve Threshold 2 |
Define the time at which employees who have the appropriate second reserve skill for this queue are assigned temporarily to help bring down wait times, if the wait time continues to extend past the first threshold set. This setting is only available in a skilled campaign. |
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Abandons % |
Define the expected percentage of call abandons for the queue. This setting is only available in a non-skilled campaign. |