Ian Smith

I think this is a pretty straight-forward one. If an agent missed 1 or 2 calls just auto-change them to "away" or "offline." 

@James Cory

SELECT # inbound Calls WHERE Call Wait Time<30/# inbound Calls

With what you have here, you would be including calls that never left your IVR/auto-attendant in both your numerator and denominator. 

Typically you will have many calls abandoned before the phone rings (so <30) which would make your numerator higher resulting in a high SL. 

Usually you would not include calls that are never "offered" to an agent in the formula. What I do is create a customer metric which only includes the number of calls that have passed the IVR/auto-attendant, and I use that new inbound call number in the SL formula. 

This should be addressed. If possible, closing the your browser should automatically make you unavailable on Talk. Another solution, or in addition, is that if you have been inactive for a certain amount of time Talk could talk you off of availability.