Agent Ring Time and Average Delay Time - Service Level Calculations

[CoffeeMePlease]

Is ring time (the time between leaving the Queue and actual presentation to the agent) also pegged to the queue delay time (average delay time)?

i.e. If an agent waits for 25 seconds before picking up the call and the service level threshold is 20 seconds, the service level would be zero.

 

[hached]

A call is not answered until the agent actually answers the call so any time the call is ringing on an agent set will affect your reports.