does max answer delay before answer include ring time 1

[scriptscience]

On the Application Performance Report, does the Max Delay Before Answer count ring time as well as time waiting in the queue?

Do service level thresholds count ring time also? So if I have a service level threshold of 80% of calls in 20 seconds and call waits in queue for 15 seconds and rings for 15 seconds, it would count as being answered after threshold?

 

[captaingadget]

Yes indeed it does include ringing time on both your examples. As you have probably found out, agents phones that are left to ring a long time can tip the threshold.