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  • 1.  WFM: Daily value configuration in service goal templates

    Posted 04-03-2025 08:23
    Hello everyone, 
    A few weeks ago, the 'Daily value configuration in service goal templates' feature was released on March, 24, which now extends the time range to days for configuring the Service Level. 
    Could we say that the feature is fully released? The documentation indicates that you can first configure the 'Interaction Answered' and then the timeframe (within time period). However, if you set it for more than 15 minutes, the 'Interaction Answered' freezes/blocks and sets itself to 100% (a behavior that was already the case before). As we were told, with this feature, service levels such "80% in 3 days", could be configured. 
    Do you know if we're overlooking something or if this is the actual behavior?
    This issue causes generating unnecessary overstaffing. 
     
    Thank you very much.
    Daily value in Service Goals Template- Percent with days

    #Workforce Management
    #Forecasting
    #ScheduleManagement

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    Laura Cepeda
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  • 2.  RE: WFM: Daily value configuration in service goal templates

    Posted 04-04-2025 07:26

    Yes this is released. We did not, nor will we, revise deferred work configuration enforcing a service level of 100%.



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    Jay Langsford
    VP, R&D
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    Original Message


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