Currently service level percentage is being calculated by duration in which call is received, but if a call is left abundant it does not effect Service Level Percentage. Can this be changed. For example if SLA is set to 30 sec and we had 10 calls. 8 were received in 30 sec and 2 were never received so the service level percentage should be 80%.
That sounds like a Feature Request.
Which module are you seeing this in? If it is one of the Open Source modules, could can always modify the process and either make a code donation or track the change locally and keep it.
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