I have a question about the Service Level configuration:
The Service Level parameter is the target maximum number of seconds a call is queued before it is connected to an agent.
Does it mean that the time the call spends ringing in the agents' phone is not taken into account in this parameter?
If a call is waiting for 5 seconds, then an agent is Ready but doesn't answer in 15 seconds and the call is queued again for another 7 seconds, then another agents becomes ready and answers in 2 seconds. What is the amount of time taken into account for this parameter? Is it 5 + 7? Only 5?
Thanks for your kind help.