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  • 1.  Service Goal Groups

    Posted 06-05-2018 15:52
    No replies, thread closed.
    Has anyone tried changing the settings of the Service Goal Group options? We've had them set 80/20 since we started with Purecloud, but trying to test out different options now. There doesn't appear to be any changes to Purecloud queues or reporting, no matter what options we put into them the voice queue always has 80%.

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    Dustin Gilbreath
    Workforce Management
    Academy, Ltd.
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  • 2.  RE: Service Goal Groups

    Posted 06-22-2018 13:01
    No replies, thread closed.
    Service performance settings for service goal groups do not affect reports or non-workforce management pages. It is used as an input to scheduling engine which schedules agents. Queue service level setting for the platform is done elsewhere in the application (Admin / Contact Center / Queues / Edit Queue) per media type. The reason we have a 'local' setting within WFM is so that you can schedule to a different goal if desired.

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    Jay Langsford
    Senior Director, Workforce Optimization Engineering
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