Service goal templates are simple templates that you can set up to describe your organization’s service goals. Assign these templates to one or more planning groups in the business unit. 

To add a new service goal template, perform the following steps:
  1. Click Admin.
  2. Under Workforce Management, click Service Goal Templates.
  3. From the Business Unit list, located in the upper right corner, select the business unit.
  4. Click  Add. The Add Service Goal Template page opens.
  5. In the Service Goal Template Name text box, type a descriptive name for the template.

Configure at least a service level or an average speed of answer goal. With the system’s multi-objective optimization, scheduling can handle more than one goal. To configure the service goals, perform the following steps:

  1. Under Service Goals, enable the Service Goal Impact Overrides toggle. The Service Goal Impact section appears under each service goal section. This toggle is disabled by default and the system uses the service goal impact percentages that you configure at the business unit level. When you enable this toggle, the system uses the values set in the Service Goal Impact section under each service goal for automated and self-scheduling features.
  2. Enable the Service Level toggle.
    1. Under Interactions Answered, use the Percent up and down arrows to set the desired percentage of interactions answered within the time period. The default value is 80% and the acceptable values are 1–100.
    2. Under Within Time Period, use the Minutes and Seconds up and down arrows to set the desired time period for the percent answered interactions.
    3. Under Service Level Impact, use the Percent up and down arrows to set the desired upper and lower percentages of Interactions answered that you want to automated and self-scheduling features to schedule to. This section is only visible if Service Goal Impact Overrides toggle is enabled.
  3. (Optional) Set up the average speed of answer impact goal:
    1. Enable the Average Speed of Answer toggle.
    2. Use the Hours, Minutes, and Seconds up and down arrows to set the desired average speed of answer.
    3. Under Average Speed of Answer Impact, use the Hours, Minutes, and Seconds up and down arrows to set the desired upper and lower Average Speed of Answer duration you would like automated and self-scheduling features to schedule to. This section is only visible if Service Goal Impact Overrides toggle is enabled.
  4. (Optional) Set up an abandonment rate impact goal:
    1. Enable the Abandonment Rate Impact toggle.
    2. Use the Percent up and down arrows to set the desired abandonment rate percent.
    3. Under Abandonment Rate Impact, use the Percent up and down arrows to set the desired upper and lower Abandonment Rate percentage you would like automated and self-scheduling features to schedule to. This section is only visible if Service Goal Impact Overrides toggle is enabled.