In Workforce Management (WFM), the customer service goals that you set for the Service Level, Maximum Occupancy, Average Speed of Answer, Abandonment
% parameters, and so on.
For voice interactions in Universal Routing, the service objective is called the answering objective, which is the target time for the voice call to be answered by a live agent. The term answer refers to the necessary action that is taken by the agent to start talking to the customer. Answering objectives for voice interactions are defined in terms of seconds and minutes.
For e-mail interactions in Universal Routing, the service objective is called response objective, which is the target time for responding to the interaction. The term respond refers to the necessary action that is taken by the agent to send an e-mail reply or complete the interaction. Response objectives for asynchronous interactions are defined in terms of minutes, hours, or days.
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