I have a main IVR script with a bunch of options. After the caller chooses an option, the calltype is changed. The Service Level for the calltype and the corresponding skillgroup are 30 seconds. There is a 1:1 relationship between calltypes and skillgroups, but it can be possible that agents belong to multiple skillgroups. Ringtime is set to 12 seconds for all agents.
I was wondering what would happen, if a caller chooses an option, the calltype is changed, but the call is not answered within 12 seconds. The call becomes a RONA call and the calltype is changed (because of the RONA), but the service level threshold is not exceeded.
Will this call never be counted as answered within the service level, even when it is answered by the next agents? (specifically: when looking at the statistics in Call_Type_Real_Time)
Surely I will test this, but any theory would be appreciated.