I would like to know about Service Level Calculation which point its started calculate from customer call.
for example if we define 80/20 Service level means 80% of the calls should answered with in 20 seconds.
And call flow as follows
Customer calls call center toll free...
1. Playing welcome message (10 Seconds)
2. Asking for language prefernce (10seconds, 3 retry, 3 no entry)
3. Asking for servcie selection (15 seconds, 3 retry, 3 no entry)
4. Transfer the calls to queue to skill group node, if agent is ready call will transfer to agent otherwise it is playing queue music.
so in this call flow from which second call is started calculation service level.
Please help me ASAP.