You can edit a service goal group’s service goals and add or edit queue associations. You can also delete one or more service goal groups from your organization.

  1. Click Admin.
  2. Under Workforce Management, click Management Units. The Management Units page opens.
  3. Under Configuration, click Service Goal Groups.
  4. In the upper right corner, click the Management Unit list and select the desired management unit.
  5. Optionally, use the search boxes and lists below each column to narrow the list of groups. 
  6. Select the group you want to edit. The service goal group’s configuration page opens.
  7. Under Service Goals, optionally do the following:
    • Turn on or off Service Level or Average Speed of Answer metrics.
    • Update any existing Interactions Answered, Within Time Period, Average Speed of Answer, and Abandonment Rate metrics configured for the service goal.
  8. In the Queue Associations area, optionally do the following:
    • To modify a queue’s media types, check the desired queue, click Edit, and in the Media Types box add or remove Chat, Voice, Callback, Email, or Message.
    • To remove a queue’s association with the service goal group, select the desired queue and click Delete.
  9. Click Update, and then click Save.

  1. Click Admin.
  2. Under Workforce Management, click Management Units. The Management Units page opens.
  3. Under Configuration, click Service Goal Groups.
  4. In the upper right corner, click the Management Unit list and select the desired management unit.
  5. Optionally, use the search boxes and lists below each column to narrow the list of groups.
  6. Select the check box next to the service goal group or groups you want to remove and click Delete.