I think your problem is that is a call abandons its call counter starts from when it enters the system (call type)and if it abandons whilst in Queue is starts counting from the point it reaches a queue.
What I would suggest is that you remove the 7s announcement from the queue script and give it its own script/call type which is then passed onwards to the queue script. you should see better (more easily understandable figures) by using this method.
In a one to one relationship between skill group and call type it is quite possible to have a CT ave answer of 8s and a skill group average answer of 1 second.
So DN->Greeting Call Type/Greeting Script -> Queue Call Type/Script.
Set the SL figure back to 20s for the second call type.
I hope I have understood your question and this helps.
Bully's answer is a good one. But you don't need to have another script, since you can use the Call Type node to change call type.
You want to change the call type to the "queuing call type" immediately before the Queue to Skill Group node. This is the call type to report on. Then you will get accurate stats on service levels, abandons etc.
In addition to your current service level problem, as it stands, if someone abandons while hearing the greeting you may be counting that as an abandoned call (depends on what you have short calls set to and how they affect stats.)
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Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
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