Export service goals and requirements

To make the 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. and requirements data available to an external system, export the currently selected data to a file. For the selected queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time., all the data for the current scheduling period is included in the export.

Procedure 

1. Go to Forecasting and Scheduling. Under Tactical Forecasts, select Goals & Requirements.

2. From the filter pane on the left, select a Campaign, Queue, and Scheduling period.

3. Select the Export button on the ribbon.

4. Complete the parameters in the Export dialog:

   • Export file name. A .txt extension is automatically added to the specified file name.

   • Data to export: Select either Service Goals or Requirements.

   • Time interval: Select between 15 mins, 30 mins, 1 hour, or 1 day intervals.

   • Time zone: Select between the time zone of the campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. or UTC.

     In no campaign mode Mode of working in WFM where you work on schedules for a specific campaign and scheduling period., data is exported in UTC, by default.

   • Delimiter: Select whether the data is tab or comma separated.

5. Select Export.

Related topics 

Import service goals and requirements