I have a question regard this report. In CRS, you can set Service Level and Service Level Percentage. So for instance, I have SL=30 and SL%=80. So to me, if a call center answers 80% of all their calls within 30secs, I have met 100% of my Total Service Level Met. My question is does the report mentioned above, take into consideration both the 30 seconds and the percentage 80%? Or does "Calls handelde within Service Level" only measure the calls answered in 30 seconds?
I have this problem too.