Genesys Cloud provides service goal impact capabilities that define acceptable performance ranges for workforce management metrics including service level, average speed of answer (ASA), and abandonment rate. These impacts enable automated decision-making for alternative shift requests and activity plan scheduling without requiring manual supervisor intervention. Service goal impacts are configured at two levels: the Business Unit level and the Service Goal Template level. At the Business Unit level, administrators navigate to the Scheduling tab and configure six separate fields under the Service Goal Impact section, specifying percentage-based increases and decreases for each metric. Default values include Service Level (increase 10%, decrease 5%), Average Speed of Answer (increase 5%, decrease 5%), and Abandonment Rate (increase 25%, decrease 100%), with acceptable values ranging from 0–100%. At the Service Goal Template level, administrators can enable Service Goal Impact Overrides to configure absolute minimum and maximum values for each enabled service goal, overriding business unit percentages. When enabled, these template-level values are used for automated and self-scheduling features. The system displays both the original business unit percentage and the calculated percentage based on configured absolute values for reference. For example, if Average Speed of Answer is set at 20 seconds with a 50% increase allowance and 75% decrease allowance, the acceptable range becomes 5–30 seconds. When using absolute values at the template level, setting ASA to increase to 24 seconds and decrease to 15 seconds produces calculated rates of 20% increase and 25% decrease respectively. Service goal impacts apply only when their corresponding service goals are enabled in the service goal template. By default, the Service Goal Impact Overrides toggle remains disabled, and the system uses business unit-level percentages until explicitly overridden. Administrators require Workforce Management > Agent Shift Trade Request > Participate permission, while agents submitting alternative shift trades require Workforce Management > Agent Alternative Shift > Submit permission. Currently, Alternative Shifts and Activity Plan features utilize service goal impacts for automated decision-making.