Service goal impacts overview

Prerequisites
  • Administrators to configure the service goal impact of a business unit: Workforce Management > Agent Shift Trade Request > Participate permission
  • Agents to submit alternative shift trades: Workforce Management > Agent Alternative Shift > Submit permission

Service goal impacts are a common set of constraints for workforce management used to automate certain decisions that do not require manual decisions from supervisors. If a service goal is not enabled in the service goal template, then the service goal impacts corresponding to that service goal are ignored during decision making.

Service goal impacts are configured in a business unit. Service goal impacts can be optionally overridden in a service goal template. If service goal impact overrides are configured in a service goal template, the overrides in the service goal template are used instead of the service goal impact configured in the business unit.

Currently, the following features use service goal impacts:

  • Alternative Shifts
  • Activity Plan

In a business unit, service goal impacts are configured as percentages relative to the value of the corresponding service goal configured in the service goal template. The percentages of the upper- and lower-bound of the acceptable range of each service goal are separately configured.

For example, if the average speed of answer (ASA) is set at 20 seconds in the service goal template, and the service goal impact of average speed of answer are set as such:
  • Allow the Average Speed of Answer to increase by 50%
  • Allow the Average Speed of Answer to decrease by 75%

The system considers an Average Speed of Answer between 5 seconds (20 seconds – 75%) and 30 seconds (20 seconds + 50%) to be acceptable.

To configure the service goal impacts of a Business Unit, perform the following steps:

  1. Navigate to the Scheduling tab. There are six separate fields under the Service Goal Impact section.
  2. Under the subsection of each service goal, configure the percentage that service goal is allowed to increase and decrease by. The acceptable values are 0–100. The default values differ for each field:
    • Allow Service Level to increase by 10%
    • Allow Service Level to decrease by 5%
    • Allow the Average Speed of Answer to increase by 5%
    • Allow the Average Speed of Answer to decrease by 5%
    • Allow the Abandonment Rate to increase by 25%
    • Allow the Abandonment Rate to decrease by 100%
  3. Configure Service Goal Impact Overrides of a Service Goal Template. Click the image to enlarge.

Scheduling tab under add a business unit

Unlike in a business unit, service goal impact overrides of a service goal template are configured as absolute values. To configure the service goal impact overrides, 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 subsection under each service goal for automated and self-scheduling features.
  2. Under each service goal enabled in the service goal template, go to the service goal impact subsection to configure the minimum and maximum values of that service goal deemed acceptable. For reference, both the service goal impact percentage configured in the business unit and the calculated percentage based on the values set appear.
For example, if the average speed of answer (ASA) is set at 20 seconds, and the following values are configured in the Average Speed of Answer Impact subsection.
  1. Allow the Average Speed of Answer to increase to 24 seconds.
  2. Allow the Average Speed of Answer to decrease to 15 seconds.
  3. The following rates appear:
    • Increased rate of 20%
    • Decreased rate of 25%. Click the image to enlarge.

Service goal impact override information