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. and set the queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. 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
|
Queue type |
Service Goal Type |
Description |
|---|---|---|
|
Immediate |
Service Level |
Specify the % of Contacts that must be answered in the specified time. |
|
|
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. |
|
Outbound |
- |
Specify the max number of dials expected per hour. Then specify the % of those dials you expect to connect successfully or those dials that connect successfully to the intended party. |
Queue behaviors
|
Setting |
Service Goal Type |
|---|---|
|
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. |
|
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. |
|
Patience |
Define how long you expect customers to wait on this queue for a response. This setting is not available to an outbound queue. |
|
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. |