I have a few questions regarding the data stream that creates Service Level
1. Looking at the SMDR stream, does the system use the 'time to answer' as the value for calculating service level?
2. Once a call is routed to an agent, and it shows ringing, is the time it takes for the agent to actually pick up included in the 'time to answer'?
3. If i send a call from queue A that is out of Service level to queue B, and its answered in the new queue within service level, does the original service level from queue A carry to queue b?
3A. Example. Sales queue has a service level goal of 95% within 30 seconds. At 1 minute a Workforce coordinator sees the call waiting and sends it to our Customer Service queue, which has availability. Once transferred its answered within 3 seconds. Does the call data count in the original sales queue, or does it move to the CS queue? and if so, is it out of service level, or no because it was answered in 3 seconds in the new queue.