Service goal groups overview


Prerequisites

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
Note: PureCloud supports up to 50 service goal groups per management unit.

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.

Note: Before you begin, make sure that you select the appropriate management unit from the list, located in the upper right corner.

Column Description
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.
Search filters

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:

  • If the category column by which you want to filter contains a text box, enter a few letters of the search term. A message appears, informing you that you have changed the filter. Click Apply.
  • If the category column by which you want to filter contains a list, click the arrow at the end of the list and select the value by which to filter.
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.
Media Types

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.

Task Description
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.