Service Level and Abandoned Calls

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Service Level and Call Abandon
Hi,

I know this question might have been asked earlier, but I am still asking.
For Service level Calculation, does any call abandon before the threshold time (in my case 30 secs ASA) impact Service level

Helper

Call Centre Helper

Yes it does
Yes it does.

Any call that is not answered within threshold (including abandoned calls) should be treated in the the service level calculation.

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