% Answered <= Xs or % Answered > Xs *

The number of Calls Answered within a specific service level as a percentage of Calls Inbound.

% Lost <= Xs or % Lost > Xs *

The number of Calls Lost within a specific service level as a percentage of Calls Inbound.

% Total Hold Time

The Total Hold Time as a percentage of Total Call Time.

% Total Ring Time

The Total Ring Time as a percentage of Total Call Time.

% Total Talk Time

The Total Talk Time as a percentage of Total Call Time.