Service Profiles Overview
Service Profiles are sets of configuration options that can be used when generating agent requirements as part of the inContact WFMv2 Planning process.
You can create multiple Service Profiles, each storing a different configuration, and use them to generate agent requirements for any Environment. Service Profiles offer a convenient way to set up a particular configuration once so that it can be used for multiple requirement runs. Each Service Profile consists of three primary groups of settings, which are discussed in the following sections.
Creating Service Profiles requires specific permissions, and you can always edit profiles you created and view the details of those profiles. Separate permissions are required to:
- Edit profiles created by others
- View the details of a profile used in a requirements run if you did not create that profile
- See profiles created by others in the Service Profiles list
Call Service Targets
Call service targets allow you to configure settings for Contact Groups that handle inbound contacts. They are common objectives and metrics that most contact centers measure. You can define one or more of these targets, and the Service Profile will be created with the goal of meeting that target. The available settings are:
- Service Level (defined as xx% of contacts answered in xx seconds)
- Average Speed of Answer (ASA; defined in seconds)
- Maximum Occupancy
- Abandonment Level
- Service Target Profile (see Service Target Profiles Overview; if you select this target, the other four options are disabled)
In skills-based runs, inContact WFMv2 considers only one call service target. When you select a Service Profile with multiple call service targets for a skills-based run, inContact WFMv2 prioritizes them in the following order:
- Service Level
- Abandonment
- ASA
For example, if your Service Profile includes Service Level and Abandonment in its call service targets, only Service Level will be considered in a skills-based run; if your Service Profile includes Abandonment, ASA, and Maximum Occupancy, only Abandonment will be considered; and so forth.
Workload Service Targets
Workload service targets allow you to configure settings for multimedia Contact Groups (for example, email, fax, or chat groups). The settings in this section are:
- Service Window Type
- Service Window
- After Hours Contacts (available only when you select Multiple for Service Window Type)
- Multimedia Agent Productivity
Data Analysis Parameters
Data analysis parameters allow you to configure the way in which inContact WFMv2 calculates and evaluates a number of factors when creating Service Profiles. These parameters include:
- Customer Abandonment
- Abandonment Analysis Interval
- Volume Adjustment
- Average Service Time Adjustment
- Before Contact Work Time
- After Contact Work Time