Manage a service goal group

AI-generated summary

Genesys Cloud enables administrators to manage service goal groups through the Workforce Management Configuration interface. Users can edit service goal groups by accessing the Management Units section, selecting the desired management unit, and modifying service goals and queue associations. Editable service goal metrics include Service Level, Average Speed of Answer, Interactions Answered, Within Time Period, and Abandonment Rate. Queue associations can be modified by adjusting media types (Chat, Voice, Callback, Email, or Message) or removing queue associations entirely. The interface provides filtering capabilities through search boxes and column lists to locate specific groups. Additionally, administrators can delete one or more service goal groups by selecting them from the filtered list and clicking Delete. All changes require confirmation through Update and Save functions to take effect.

You can edit a service goal group’s service goals and add or edit queue associations. You can also delete one or more service goal groups from your organization.

Edit a service goal groupClick to expand

Click Admin.
Under Workforce Management, click Management Units.
Click Menu > Workforce Management > Workforce Management Configuration > Management Units.
The Management Units page opens. Under Configuration, click Service Goal Groups.
In the upper right corner, click the Management Unit list and select the desired management unit.
Optionally, use the search boxes and lists below each column to narrow the list of groups.
Select the group you want to edit. The service goal group’s configuration page opens.
Under Service Goals, optionally do the following:
- Turn on or off Service Level or Average Speed of Answer metrics.
- Update any existing Interactions Answered, Within Time Period, Average Speed of Answer, and Abandonment Rate metrics configured for the service goal.
In the Queue Associations area, optionally do the following:
- To modify a queue’s media types, check the desired queue, click Edit, and in the Media Types box add or remove Chat, Voice, Callback, Email, or Message.
- To remove a queue’s association with the service goal group, select the desired queue and click Delete.
Click Update, and then click Save.

Delete one or more service goal groupsClick to expand

Click Admin.
Under Workforce Management, click Management Units.
Click Menu > Workforce Management > Workforce Management Configuration > Management Units.
The Management Units page opens. Under Configuration, click Service Goal Groups.
In the upper right corner, click the Management Unit list and select the desired management unit.
Optionally, use the search boxes and lists below each column to narrow the list of groups.
Select the check box next to the service goal group or groups you want to remove and click Delete.

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Manage a service goal group

AI-generated summary

You can edit a service goal group’s service goals and add or edit queue associations. You can also delete one or more service goal groups from your organization.

Edit a service goal groupClick to expand

Click Admin.
Under Workforce Management, click Management Units.
Click Menu > Workforce Management > Workforce Management Configuration > Management Units.
The Management Units page opens. Under Configuration, click Service Goal Groups.
In the upper right corner, click the Management Unit list and select the desired management unit.
Optionally, use the search boxes and lists below each column to narrow the list of groups.
Select the group you want to edit. The service goal group’s configuration page opens.
Under Service Goals, optionally do the following:
- Turn on or off Service Level or Average Speed of Answer metrics.
- Update any existing Interactions Answered, Within Time Period, Average Speed of Answer, and Abandonment Rate metrics configured for the service goal.
In the Queue Associations area, optionally do the following:
- To modify a queue’s media types, check the desired queue, click Edit, and in the Media Types box add or remove Chat, Voice, Callback, Email, or Message.
- To remove a queue’s association with the service goal group, select the desired queue and click Delete.
Click Update, and then click Save.

Delete one or more service goal groupsClick to expand

Click Admin.
Under Workforce Management, click Management Units.
Click Menu > Workforce Management > Workforce Management Configuration > Management Units.
The Management Units page opens. Under Configuration, click Service Goal Groups.
In the upper right corner, click the Management Unit list and select the desired management unit.
Optionally, use the search boxes and lists below each column to narrow the list of groups.
Select the check box next to the service goal group or groups you want to remove and click Delete.

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Manage a service goal group

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Manage a service goal group

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