Hi
When you call our CSQ you first receive a 30 seconds recorded message then get queued up for an agent to take your call. Our service level is set to 20 seconds?
Can anyone confirm when the SL becomes active on this report? Is it 20 seconds into the 30 second recorded message or does it ignore the message and the 20 seconds starts after the messsage?
Basically we are trying to establish at what point of the call our calls are getting abandoned by looking at the Call Aband < SL* on the above report.
Many Thanks
