I know there are now two options for calculating service level, one including flow-out and one excluding flow-out; however, from the definitions, regardless of the chosen option, both calculations should include abandoned calls. I recently noticed the service level shown under the Performance views are not including abandoned calls. This is making our service level appear higher than what it actually is. We have to manually calculate the true service level to know where we are. What is causing this? Is this a bug?
#Reporting/Analytics------------------------------
Susan C.
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