Hi Kate,
In Genesys Cloud WFM it's generally not recommended to enable multiple service goals in the same template unless you are very intentional about the outcome.
When multiple goals are configured (e.g. 80/30 service level and 4% abandon rate), WFM will plan staffing to satisfy the most restrictive goal in each interval. This often leads to higher staffing requirements than expected and can make the results harder to interpret.
Best practice is to:
- Choose the primary KPI that truly represents success for the queue.
- Use the other metrics as monitoring targets, not staffing drivers.
So your research is correct-picking a single service goal usually produces more predictable and accurate staffing outputs.
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Cesar Padilla
INDRA COLOMBIA
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Original Message:
Sent: 04-21-2026 14:25
From: Kate Russell
Subject: Multiple Service Goals
Hello- looking for guidance on service goal templates. I'm wondering if it is recommended to enable multiple service goals in the same service goal template or not? For example is it recommended to enable a service level of 80% answered in 30 seconds AND enable an abandonment rate of 4%? From my research I'm seeing it's best to just pick one to avoid inaccurate staffing outputs since the calculations to satisfy each service goal may be different, but wanted to verify this is the case in GenCX. Thanks!
#WFMConfiguration,BestPractices
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Kate Russell
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