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.
