Navigate the service goal template page

AI-generated summary

Genesys Cloud provides service goal templates to define service levels and metrics like average speed of answer and abandonment rate. The service goal template page allows customizing the view by adding or removing columns and rearranging their order. Key areas include the template name, assigned service level, average speed of answer, abandonment rate, and whether impact overrides are enabled. The page enables creating, refreshing, and editing templates to set desired service goals.

PrerequisitesClick to expand

This article describes the areas of the service goal template page and how to customize the view.

Customize the view

To customize this view, follow these steps:

Click More .
From the menu that appears, click Show/Hide Columns.
To add all available columns, click Add All.
To remove all columns, click Remove All.
To add individual columns, click the Add next to the column that you want to display.
To arrange the columns, in the Visible Columns list, click and drag the column title to the preferred location.
Click OK.

Area definitions

The following table describes the elements of the service goal template page.

Area	Definition
Add	Click the Add icon to view the create the Service Goal Template view.
Refresh	Click Refresh to refresh the Service Goal Templates view.
Service Goal Template Name	Indicates the name of the service goal template.
Service Level	Indicates the service level details assigned to a service goal template.
Avg Speed of Answer	Indicates the average speed of answer set to a service goal template.
Abandonment Rate	Indicates the abandonment rate percentage set in the service goal template.
Impact Overrides Enabled	Indicates if the service goal template has the service goal impact overrides feature enabled.

For more information about how to create a service goal template, see Add a service goal template.

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Navigate the service goal template page

Customize the view

Area definitions

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