Review Call Center SLA Metric

We recently migrated from RingCentral to Freshcaller + CSS and our SLA has tanked.  We’ve noticed “timedout events” are driving this as the calculation is from the time the caller leaves the queue until the time the call is actually answered.  I reviewed how RingCentral calculates SLA and it appears the count when it leaves the queue and id “delivered” to an agent.  I wonder how other platforms calculate SLA and whether we should essentially have two values (one is the SLA from when it leaves the queue and is routed to an agent and one for when when the call is actually answered).  RingCentral definition is below for reference: 

In SLA (INSLA)

The number of contacts queued for a skill and routed to an agent within the defined service level threshold. You can define the SLA when you configure the skill.