Queue metrics
Service level only looks at answered calls. It answers “of the calls we answered, how
many did we answer fast enough?” — not “of all calls offered, how many did we answer in
time?” A queue with a lot of abandonment can still show a high service level, because
abandoned calls never enter the calculation.
Campaign report metrics
This abandonment rate is not the same measurement as queue service level’s abandoned
count. They’re related — both come from calls that connected with no agent — but this one
is scoped to a campaign’s total attempts, while the queue metric is scoped to that queue’s
answered calls. If a campaign spans more than one queue, or a call abandons before it
reaches a queue at all, the two numbers can genuinely disagree without either being wrong.
This is also distinct from a campaign’s abandonment rate cap, which is a pacing limit
the dialer enforces going forward, not a report of what already happened — see
How the dialer paces calls.
Agent report metrics
Get2Dial does not compute average handle time (AHT) or average speed of answer (ASA) as
named metrics — average talk time and service level are the closest equivalents. Time in an
agent’s current, still-open state isn’t counted until that state ends, so occupancy for an
agent mid-call catches up once they finish.