Service goal groups overview
The following permissions:
- Workforce Management > Service Goal Group > Add, Delete, Edit, and View
Use workforce management features to create, configure, and manage service goal groups. A service goal group is a set of queues with the same service performance goals, such as service level objective or average speed of answer. Service goal groups help define common service level objectives, associate these objectives to specific queues, and link the service goal group to the selected management unit. Use PureCloud workforce management’s features, to:
- Create a service goal group
- Configure service goals
- Associate queues and media types with a service goal group
Immediate service goal work applies to voice, chat, callback, and message media types, while deferred service goal work applies to the email media type. The system considers deferred work as interactions with service goals (either service level objective or average speed of answered) that are greater than 15 minutes.
Because customers do not expect an immediate answer to an email inquiry, a typical email response time goal is a day or more. Agents answer voice and chat inquiries in real or near real time, and the response time goals are much shorter. For more information, see About deferred work.
|Edit||Make changes to a selected service goal group.|
|Delete||Remove the selected service goal group or groups from the organization.|
|Add Service Goal Group||Open the Add Service Goal Group page and set up a new service goal group.|
Each column contains a search text box or a list of options by which to filter the items. Depending on your view, locate the category by which you want to filter and do one of the following:
|Service Goal Group Name||To modify the group’s metrics, click the desired name.|
|Queues||Displays the queue or queues associated with the service goal group.|
Displays the media types associated with the service goal group. Media types include chat, voice (calls), callbacks, message, and email.
Note: Scheduled callbacks, non-scheduled callbacks, and ACD voicemail media types appear as callbacks in forecasts and schedules.
|Service Level||If enabled, the configuration options appear here. The service level includes the set percentage of interactions answered in a specific time period. This goal is utilized during scheduling to determine the number of agents required to handle the forecast load. By default, the service level uses a goal of 80% interactions answered within 20 seconds.|
|Average Speed of Answer||If enabled, the configuration options appear here. This goal is utilized during scheduling to determine the number of agents required to handle the forecast load. By default, this setting is disabled.|
|Abandonment Rate||If enabled, the configuration options appear here. This goal is utilized during scheduling to determine the number of agents required to handle the forecast load. By default, this setting is disabled.|
|Customize||Add or hide columns to or from the view, or reset the view to default settings.|
For more information about service goal groups, see the tasks outlined in the following articles.
|Add a service goal group||Create a new service goal group, configure the service goals, and associate queues and media types.|
|Manage a service goal group||Edit a service goal group’s service goals, add or edit queue associations, or delete one or more service goal groups from your organization.|
|Filter and sort workforce management items||Depending on your view, you can narrow or categorize workforce management items for search purposes.|