Manage a service goal group
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 Configurations > 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 Configurations > 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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