Workforce Engagement Management

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  • 1.  Service Goal Template - Greater than 5 Days

    Posted 11-13-2024 22:47

    Hello team,

    I'm just enquiring about Service Goal Templates and a way to make it go greater than 5 days.

    Currently when creating service goal template, it will allow you to enter an ASA of up to 120 Hours(5 Days)

    However for a service goal for a queue, you can go up to 999,999 seconds(and enter even higher and have it save)

    Is there a way to make it so that the two can be aligned?


    #Forecasting

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    Brahdilleone Dermody
    na
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  • 2.  RE: Service Goal Template - Greater than 5 Days

    GENESYS
    Posted 11-20-2024 07:58
    Edited by Tracy Vickers 11-20-2024 13:39

    Hi Brahdilleone,

    Sorry for the delay in a response, I was out last week - I'm reaching out to source an answer for you, please bear with me.



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    Tracy
    Genesys
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    Original Message


  • 3.  RE: Service Goal Template - Greater than 5 Days

    GENESYS
    Posted 11-20-2024 13:55

    Hi Brahdilleone, 

    We are currently working on a new feature with a tentative release date of January 27, 2025, that will allow users to configure service goal templates for longer periods of up to 366 days. However, please remember that anything above 15 minutes in the WFM service goal template is considered deferred work and is different from immediate work.

    Thanks!



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    Daniel Chapdelaine,
    Senior Product Manager, WFM Forecasting
    Genesys - Employees
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    Original Message


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