Service Target Profiles Overview
Service Target Profiles can specify service metrics for your contact center on a very granular level. They are used in the Call Service Targets section of a Service Profile (see Service Profiles Overview). Metrics available in Service Target Profiles are:
- Service Level Percentage
- Service Level Threshold
- Average Speed of Answer
- Abandonment Target Percentage
- Abandonment Percentage
- Average Waiting Time
These metrics can be specified at a single level in a Service Profile. With a Service Target Profile, you can specify one or more of the metrics at either 15- or 30-minute intervals. If the contact volume in your center varies significantly throughout the day, using Service Target Profiles can help you develop much more accurate requirements.
Creating Service Target 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 Target Profiles list