Manage a service goal group
AI-generated summary
Genesys Cloud provides the ability to manage service goal groups. Users can edit a service goal group's service goals and queue associations. Service level or average speed of answer metrics can be turned on or off. Existing metrics like interactions answered, within time period, average speed of answer, and abandonment rate can be updated. Queue media types like chat, voice, callback, email, and message can be modified. Queues can also be removed from association with the service goal group. Additionally, one or more service goal groups can be deleted from the organization. Key details like accessing the service goal groups under the Management Units section and saving changes are captured. The focuses on the specific features for managing Genesys Cloud service goal groups
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.
- Click Admin.
- Under Workforce Management, click Management Units.
- Click Menu > Workforce Management > Workforce Management Configuration > Management Units.
- The Management Units page opens. Under Configuration, click Service Goal Groups.
- In the upper right corner, click the Management Unit list and select the desired management unit.
- Optionally, use the search boxes and lists below each column to narrow the list of groups.
- Select the group you want to edit. The service goal group’s configuration page opens.
- 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.
- 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.
- Click Update, and then click Save.
- Click Admin.
- Under Workforce Management, click Management Units.
- Click Menu > Workforce Management > Workforce Management Configuration > Management Units.
- The Management Units page opens. Under Configuration, click Service Goal Groups.
- In the upper right corner, click the Management Unit list and select the desired management unit.
- Optionally, use the search boxes and lists below each column to narrow the list of groups.
- Select the check box next to the service goal group or groups you want to remove and click Delete.
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