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  • 1.  What's the purpose of service goal templates?

    Posted 08-14-2025 13:17

    What do service goal templates actually do? I thought they affect how the scheduler plots agent schedules throughout the day, but now I'm not so sure. Does it matter that we manually add our forecast?


    #WFMConfiguration,BestPractices

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    Linsey Edn
    Workforce Management
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  • 2.  RE: What's the purpose of service goal templates?

    Posted 08-15-2025 04:26

    Your service goal template determines the level of performance you are aiming to achieve. When the platform reviews your forecast and your resource, it will calculate how many skilled agents you require to meet that goal. Manually adding your forecast shouldn't impact. What are you seeing that is making you question this?



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    Heather Henderson
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    Original Message


  • 3.  RE: What's the purpose of service goal templates?

    Posted 08-15-2025 12:39

    To Add to Heather's response, the service goal template allows the system to calculate the "required" staffing and "difference" of staffing at the bottom of a generated schedule.  It says "to accomplish this service goal for this volume, you need x number of team members." The stricter you set your goal (or if you do SLA AND ASA AND Abandon), the more people it will say that you require. 

    That said, if you adjust your service level goals, allow the overnight before attempting to see the changes in a schedule.  These changes are not reflected immediately and you'll need to generate a new schedule to see the change after ~24 hours. 



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    Shelby Cronk
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    Original Message


  • 4.  RE: What's the purpose of service goal templates?

    Posted 08-15-2025 17:15
    Edited by Linsey Edn 08-15-2025 17:15

    So technically, by changing the service goal template, it could change how Genesys ultimately plots activities throughout the day, because it's looking at the updated FTE requirement? In addition to the work plan constraints, of course.



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    Linsey Edn
    Workforce Management
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    Original Message


  • 5.  RE: What's the purpose of service goal templates?

    Posted 08-18-2025 05:09

    Hi Linsey, 

    When generating staffing requirements, several things need to be taken into consideration. The key inputs are:

    • How much work is there?
      • number of items
      • handle time per item
    • How quickly do I need to service the work?
      • This is where the service goal comes in
    • How much scheduled time does an employee spend servicing interactions
      • Shrinkage factors

    We know the predicted workload from the Planning Group, and we then attach the Service Goal Template to the Planning Group to understand how quickly the work needs to be completed.

    For high service levels, i.e. 90% in 10 seconds, you'll need employees "ready to go" to answer the interaction within 10 seconds. This will typically lead to higher staffing requirements, compared to 80% in 30 seconds. 

    Service Goal Templates can influence when employees are scheduled within the day when you have a mix of Service Goals. An example of this would be if your business followed the following scenario:

    • You handle both inbound calls and emails
    • Your business hours are 8:00 - 20:00 
      • The bulk of calls come in 9:30 - 18:30 and have an SLA of 80/20
      • Emails come in steadily 24/7 and have an SLA of 1 day

    You'd see that the schedule would be heavily weighted towards emails:

    •  8:00 - 9:30 to catch up on the backlog from yesterday
    • 18:30 - 20:00 to process any emails that will be out of SLA by 8:00 tomorrow. 

    The schedule is as balanced as possible during the 9:30 - 18:30 period. There will be periods where inbound calls are prioritised due to their peaks and more on-demand SLA.

    You can read more about Service Goal templates in the resource centre:

    service goal templates overview

    Paul



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    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
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    Original Message


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