Workforce Engagement Management

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! 

From what I've read

It's generally best to pick what your actual target is, as Genesys'll try and satisfy the hardest of all goals selected on each interval, so you may end up with higher than expected targets.

Thank you! 

Hi Kate,

It is fine to select more than one, when we understand concept of what is happening behind the scene.
There are no right or wrong approach.

Forecasting is a process of predicting workload based on your historical data, then applying on it defined SGT and having calculated required staffing to cover this workload according to the forecast.

If you enable more than one Service goal objective - GC WFM simply calculates staffing requirements for each of these separately, and then your target staffing forecast will become equal to the value which will fulfill all of the specified.

So if we take one abstract interval (please do not tie to the numbers as it is just example for you to understand) like:
9:00-9:15, where forecasted offered volumes are 100 calls and expected average handling time is 300seconds.

You defined 3 service goals:
1) 80% of call to be answered in 20 seconds
2) Average speed of Answer to be 45 seconds
3) Max abandonment & to be 4%

WFM internally will calculate requires staffing to fulfill each of these, like below (again number not accurate, it is just example) :
--------------------------------------------------------------------------------------------------------------
1) 80% of call to be answered in 20 seconds ----> require 70 agents
2) Average speed of Answer to be 45 seconds ----> require 65 agents
3) Max abandonment & to be 4% ----> require 50 agents
--------------------------------------------------------------------------------------------------------------
So your target forecast will require 70 agents, as only with 70 agents it was possible to fulfill all 3 service goal requirements.

Hope it is answer your questions and illustrate the way how it works.

Thanks,
Best Regards,

Dmitriy

Thank you so much for this breakdown!