You can edit a service goal template’s service goals. You can also delete one or more service goal templates from your organization.

Note: Service goal changes does not affect forecasts, schedules, intraday monitoring, etc. in arrears. For service goal template changes to take effect, ensure that you generate and publish a new forecast and schedule. 

  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. Select the template you want to edit. The service goal template’s configuration page opens.
  5. Under Service Goals, optionally do the following:
    • Enable or disable Service Level.
    • Update any existing Interactions Answered, Within Time Period, Average Speed of Answer, and Abandonment Rate metrics configured for the service goal template.
  6. Click Save.

  1. Click Admin.
  2. Under Workforce Management, click Service Goal Templates.
  3. Next to the service goal template to remove, click More .
  4. From the menu that appears, click Delete.