How to check history reports

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Is the level of service the time between when a user's incoming call rings and when it is answered?
Is it the time from when the user enters the queue to when the user answers?

E

enielsen

Creator III

Assuming this is about the Service Level meter on the Analytics for call queues? The ? popup for the Service Level meter says:

Total completed calls with Threshold Time/Total completed calls

And the Threshold Time is set in the settings for the widget (the ... icon) so one can decide what an appropriate amount of time is the maximum a caller should be waiting before a call is answered.

(As opposed to the Overflow time setting in the Queue itself)

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