Set service goals
You can set 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. for work queues to reflect the expected level of service at your company. The type of service goals you can set depends on the type of work queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time.. If you have the Modify Service Goals privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access., you can set service goals for immediate, deferred, and outbound queues. Service goals can be set for multiple queues, only when they are the same media type.
Procedure
-
Go to Forecasting and Scheduling. Under Tactical Forecasts, select Goals & Requirements.
-
From the filter pane on the left, select a Campaign, Scheduling period and Queue.
-
Select Period from the day/week/period zoom level at the upper-right of the summary table.
Queue Behaviors can only be set for the entire scheduling period.
-
To set service goals and queue behaviors, expand the details pane.
Then, from the Settings tab, complete the applicable parameters for your queue type.
-
To set service levels at a more granular level, select the Intervals tab, then enter values for any hour.
-
Once finished, select Save on the ribbon.