One of my Service Desk Chief's are asking how Service Level is DEFINED. From the UCCX Administration Guide it states that Service Level is "the target maximum number of seconds a call is queued before it is connected to an agent". IF we are reading this correctly then the calculation DOES NOT START until after it is placed into the appropriate CSQ (since this is where the metric is located, would make sense). IF that be the case, then the time from when the call first enters the IVR/menu of the UCCX until the caller selects the appropriate option/CSQ is NOT counted in this time?
Therefore, only the time from whence the caller enters the CSQ wait until the time the call is presented to a Service Desk agent is counted (in seconds).
Please let me know if this is correct?