My SL is set at 18 seconds. Our calls Rona at 16 seconds.
I have an interval that is showing 3 SL Calls Offered and 1 SL Call
Looking at the Call Detail by Agent report, I have 3 calls in that interval. The first call Rona'd and went to the 2nd person. That person answered at 12 seconds. The 3rd call is just a normal call 20 minutes later and was answered at 14 seconds.
So, is the rona call causing 2 non-sl calls? It looks like it's not counting the 2nd call because the call as a whole was not answered within SL which makes sense. However if you look at it from that angle, then it should only show 1 call offered and not 2 calls offered
