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High abandon rate with high service level???

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grindhoused79:
Hello there,

we use Mitel in our contact centre. we have many different queues but the majority are set at 80%/210 seconds service level and a 10 second threshold for short abandoned calls.  Lately I have noticed what seem like starnge occurences:

-abandon rates of 25% (we have been extremely busy)
-answer rate of 74%
-but our service level result is high at 85%

 This seems ilogical to me and we cannot figure out why this is happening.

Are their plausible scenarios that can yield such results?

Thank you

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