Add a service goal template

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Genesys Cloud Resource Center provides service goal templates that enable organizations to define and standardize service objectives across planning groups within business units. Service goal templates require configuration of at least one primary goal—either service level or average speed of answer—with the system supporting multi-objective optimization for scheduling purposes. The template creation process involves accessing Workforce Management Configuration, selecting the appropriate business unit, and entering a descriptive template name. Service level goals are configured by specifying the percentage of interactions to be answered within a defined time period (default 80%, range 1–100%), with configurable days, minutes, and seconds up to a maximum of 366 days. Service level objectives exceeding 15 minutes are automatically locked at 100% and treated as deferred work. Optional configuration includes average speed of answer goals, defined in hours, minutes, and seconds, and abandonment rate impact goals, specified as a percentage. The Service Goal Impact Overrides toggle enables customization of impact percentages for automated and self-scheduling features at the template level, overriding default business unit-level settings. When enabled, this toggle reveals Service Goal Impact sections for each configured goal, allowing administrators to set upper and lower percentage thresholds for scheduling optimization. All impact-related sections remain visible only when the Service Goal Impact Overrides toggle is activated. Genesys Cloud provides a feedback mechanism for documentation improvement, allowing users to rate article helpfulness and specify reasons for their assessment across categories including accuracy, clarity, and content organization. The feedback form captures user role information and requires acknowledgment of the privacy policy. Users unable to find answers through documentation can access community support resources and suggested related articles covering workforce management functionality, including workforce management auto-migration concepts, service goal templates principles and management, workforce management permissions, planning group configuration, and interaction route path management.

Service goal templates are simple templates that you can set up to describe your organization’s service goals. Assign these templates to one or more planning groups in the business unit.

Add a new service goal templateClick to expand

To add a new service goal template, perform the following steps:

Click Admin.
UnderWorkforce Management, click Service Goal Templates.
Click Menu > Workforce Management > Workforce Management Configuration > Service Goal Templates.
From the Business Unit list, select the business unit.
Click Add. The Add Service Goal Template page opens.
In the Service Goal Template Name text box, type a descriptive name for the template.

Configure the service goalsClick to expand

Configure at least a service level or an average speed of answer goal. With the system’s multi-objective optimization, scheduling can handle more than one goal. To configure the service goals, perform the following steps:

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 section, under each service goal for automated and self-scheduling features.
Enable the Service Level toggle.
1. Under Interactions Answered, use the Percent up and down arrows to set the desired percentage of interactions answered within the time period. The default value is 80% and the acceptable values are 1–100.
  Note: Service level goal is locked at 100% when the service level objective is greater than 15 minutes because it is treated as deferred work.
2. Under Within Time Period, use the Days, Minutes, and Seconds up and down arrows to set the desired time period for the percent answered interactions.
  Note: The maximum value that you can enter in the Days field is 366.
3. Under Service Level Impact, use the Percent up and down arrows to set the desired upper and lower percentages of Interactions answered that you want to automated and self-scheduling features to schedule to. This section is only visible if the Service Goal Impact Overrides toggle is enabled.
(Optional) Set up the average speed of answer impact goal:
1. Enable the Average Speed of Answer toggle.
2. Use the Hours, Minutes, and Seconds up and down arrows and set the desired average speed of answer.
3. Under Average Speed of Answer Impact, use the Hours, Minutes, and Seconds up and down arrows and set the desired upper and lower Average Speed of Answer duration you would like to schedule the automated and self-scheduling features. This section is visible only if you enable the Service Goal Impact Overrides toggle.
(Optional) Set up an abandonment rate impact goal:
1. Enable the Abandonment Rate Impact toggle.
2. Use the Percent up and down arrows to set the desired abandonment rate percent.
3. Under Abandonment Rate Impact, use the Percent up and down arrows to set the desired upper and lower Abandonment Rate percentage you would like to schedule the automated and self-scheduling features. This section is visible only if you enable the Service Goal Impact Overrides toggle.

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