Can service goals be utilized to apply goals to queues in Workforce Management?

Service goals in Workforce Management are designed to help organizations set specific performance objectives for their service operations, such as target response times or service levels. However, they are not designed to be applied directly to queues. Instead, service goals are typically associated with agents or teams, focusing on the outcomes of service delivery rather than managing the queue itself. This means that while queues manage the workload and flow of incoming work, service goals provide a framework for assessing performance against desired outcomes.

By understanding that service goals are not applicable to queues directly, organizations can accurately focus their performance management strategies on the right areas, ensuring that operational metrics are appropriately aligned with agent and team performance rather than attempting to impose those goals on queue management. This distinction ensures clarity in performance measurement and effective allocation of resources to meet the overall service objectives.