Service goals and requirements

Service goals define the level of service your organization aims to deliver. Requirements for a scheduling period are calculated from the defined service goals Goals in WFM that allow determining how quickly work should be handled, including service level, Average Speed to Answer (ASA), and deadline goals. along with the forecast and shrinkage for that period. These Full-Time Equivalents (FTE) requirements are the number of full-time employees required for the predicted volume of work to meet the defined service goals.

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