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Average Speed of Answer - Avaya CMS r19

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Chris B

Systems Engineer
Aug 3, 2022
5
US
Screenshot_2022-11-15_132100_pkt9cx.png


We changed our Service Levels this morning and I am having a tough time with the reporting of it. We want 60% of our calls answered in 40 seconds or less. Between 10 and 10:30, our Avg Speed of Answer is showing 24 seconds, but for some reason, only 52% of our calls were answered within 40 seconds? I am not sure if I am overlooking something or what but the math just isn't making sense to me.
 
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