Manage a service goal template

AI-generated summary

Genesys Cloud provides capabilities to manage service goal templates. You can edit a service goal template's service goals, enabling or disabling Service Level and updating metrics like Interactions Answered, Within Time Period, Average Speed of Answer, and Abandonment Rate. You can also delete service goal templates from your organization. However, service goal changes do not affect existing forecasts, schedules, intraday monitoring, etc. For changes to take effect, you must generate and publish a new forecast and schedule.

You can edit a service goal template’s service goals. You can also delete one or more service goal templates from your organization.

Note: Service goal changes does not affect forecasts, schedules, intraday monitoring, etc. in arrears. For service goal template changes to take effect, ensure that you generate and publish a new forecast and schedule.

Edit a service goal templateClick to expand

Click Admin.
Under Workforce Management, click Service Goal Templates.
Click Menu > Workforce Management > Workforce Management Configuration > Service Goal Templates.
From the Business Unit list, located in the upper right corner, select the business unit.
Select the template you want to edit. The service goal template’s configuration page opens.
Under Service Goals, optionally do the following:
- Enable or disable Service Level.
- Update any existing Interactions Answered, Within Time Period, Average Speed of Answer, and Abandonment Rate metrics configured for the service goal template.
Click Save.

Delete one or more service goal groupsClick to expand

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Manage a service goal template