tracking our phone SLA performance is probably the number one most important metric we are working on for 2021. For context - we are trying to answer 90% of calls in under 10m. What is skewing this currently is that Callbacks are counted among this metric, and by nature, Callbacks are sort of designed to take a longer time then someone physically waiting on hold. It would be great to be able to exclude callbacks from this or even be able to just count them separately, so we could set a separate SLA for them