Performance Metrics Call Center - Abandoned Calls Based on Performance Metrics Call Center

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1 Sort Dates Average Number of Operators, Mon-Fri, (7:00AM-:00PM) 146 0/10/14-0/16/ /17/14-0// /4/14-0/0/ /1/14-04/06/ /07/14-04/1/ /14/14-04/0/ /1/14-04/7/ //14-05/04/ /05/14-05/11/ /1/14-05/1/ /1/14-05/5/ /6/14-06/01/ /0/14-060/ /0/14-06/15/ /16/14-06// //14-06/ /0/14-07/06/ /07/14-07/1/ /14/14-07/0/14 Page 1 of 10 07/06/016

2 Average Number of Operators, Mon-Fri, (:00PM-11:00PM) Page of 10 07/06/016

3 Average Number of Operators, Mon-Fri, (11:00PM-7:00AM) Page of 10 07/06/016

4 Average Number of Operators, Sat-Sun, (7:00AM-:00PM) Page 4 of 10 07/06/016

5 Average Number of Operators, Sat-Sun, (:00PM-11:00PM) Page 5 of 10 07/06/016

6 Average Number of Operators, Sat-Sun, (11:00PM-7:00AM) 1 4 Page 6 of 10 07/06/016

7 Call Volume (7:00AM-:00PM) Call Volume (:00PM-11:00PM) Page 7 of 10 07/06/016

8 Call Volume (11:00PM-7:00AM) Page of 10 07/06/016

9 Efficiency (7:00AM-:00PM) 5% 7% 75% 6% % 7% 4% 4% 6% 77% 5% % 7% 66% 77% 6% 6% 66% 1% Page of 10 07/06/016

10 Efficiency (:00PM-11:00PM) 7% 5% 1% % % 0% 0% % 7% % 0% 1% % 7% 77% 0% 75% 1% 76% Page 10 of 10 07/06/016

11 Efficiency (11:00PM-7:00AM) % 4% 5% 5% % 4% 4% 4% % % % % 4% % % 4% 7% % % Page 11 of 10 07/06/016

12 Utilization (7:00AM-:00PM) 7% 7% 7% 77% 7% 74% 7% 77% 77% 76% 0% 7% 0% 7% % 7% 71% 7% 1% Page 1 of 10 07/06/016

13 Utilization (:00PM-11:00PM) 74% 71% 6% 71% 6% 71% 6% 7% 75% 7% 74% 7% 74% 76% 7% 77% 7% 75% 74% Page 1 of 10 07/06/016

14 Utilization (11:00PM-7:00AM) 50% 41% % 7% 44% 4% % 41% 44% 41% 47% 4% 46% 45% 4% 50% 54% 4% 46% Page 14 of 10 07/06/016

15 Abandoned (7:00AM-:00PM) 14% 17% 0% 1% 1% 15% 1% 17% % 0% 1% 1% 4% % 4% 7% 4% % 0% Page 15 of 10 07/06/016

16 Abandoned (:00PM-11:00PM) 14% 15% 10% 16% 14% 1% 14% 10% 17% 15% 1% 1% 1% 1% 4% % % 1% % Page 16 of 10 07/06/016

17 Abandoned (11:00PM-7:00AM) % 6% 6% 6% % % 7% % % 11% 10% 10% % 14% % % 15% % % Page 17 of 10 07/06/016

18 Average Wait Time (seconds): 7:00AM-:00PM Page 1 of 10 07/06/016

19 Average Wait Time (seconds): :00PM-11:00PM Page 1 of 10 07/06/016

20 Average Wait Time (seconds): 11:00PM-7:00AM Page 0 of 10 07/06/016

21 165 07/1/14-07/7/ //14-0/0/ /04/14-0/10/ /11/14-0/17/ /1/14-0/4/ /5/14-0/1/ /01/14-0/07/ /0/14-0/14/ /15/14 - /1/ //14-0// //14-10/5/ /6/14-10/1/ /1/14-10/1/ /0/14-10/6/ /7/14-11// //14-11// /10/14-11/16/ /17/14-11// /4/14-11/0/ /1/14-1/7/ //14-1/14/ /15/14 - /1/1/14 1 Page 1 of 10 07/06/016

22 7 Page of 10 07/06/016

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29 1% 4% 7% 0% 5% 0.4% 7% 1% % 5% % % 0% 4% % 1% 1% % 5% 7% % % Page of 10 07/06/016

30 7% % 7% 6% % 0.7% % % 6% % % 7% 6% % % % % 7% 1% 1% % 0% Page 0 of 10 07/06/016

31 1% % % % 75% 0.4% % % 5% % % % 5% 4% % % 5% % 4% 4% % 5% Page 1 of 10 07/06/016

32 7% 0% 7% 0% 0% 7% 7% 77% 1% 1% 7% 7% 7% 7% 1% 77% 1% 7% 64% 7% 76% 7% Page of 10 07/06/016

33 74% 7% 74% 7% 76% 7% 71% 75% 70% 71% 76% 71% 71% 70% 71% 66% 67% 6% 61% 6% 70% 6% Page of 10 07/06/016

34 5% 47% 4% 47% 51% 46% 45% 47% 4% 4% 4% 45% % % 40% 4% 40% 46% 6% 40% % % Page 4 of 10 07/06/016

35 1% 16% 14% 11% 15% 1% 57% 1% 16% 15% 16% % 11% 7% 1% 1% 11% 1% 6% 14% % 10% Page 5 of 10 07/06/016

36 16% 1% 16% 16% 1% 1% 1% 14% 15% 14% 14% 1% 15% 1% 14% 10% 10% 15% % 1% 10% 11% Page 6 of 10 07/06/016

37 11% % 11% 10% 5% % % % 6% 10% 10% 10% 6% 7% % % 7% % 7% 7% 10% 6% Page 7 of 10 07/06/016

38 Page of 10 07/06/016

39 Page of 10 07/06/016

40 Page 40 of 10 07/06/016

41 17 1//14-1// //14-1/4/ /5/15-1/11/ /1/15-1/1/ /1/15-1/5/15 1 1/6/15 - /1/15 1 //15 - // //15 - /15/ /16/15 - //15 16 //15 - /1/15 17 //15 - //15 1 //15 - /15/15 1 /16/15 - // //15 - // /0/15-4/5/ /6/15-4/1/ /1/15-4/1/ /0/15-4/6/ /7/15-5// /4/15-5/10/ /11/15-5/17/15 1 Page 41 of 10 07/06/016

42 Page 4 of 10 07/06/016

43 4 Page 4 of 10 07/06/016

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48 Page 4 of 10 07/06/016

49 5% 5% 0% % 5% 5% 61% % 4% 4% 4% 1% % 4% % 0% % % % % % Page 4 of 10 07/06/016

50 4% % 5% 7% % 4% 61% 0% 6% 5% 6% 0% % 1% % 4% 7% 4% 6% % 1% Page 50 of 10 07/06/016

51 5% % % 6% 4% 4% 7% 5% % % % % 4% % % % % % % % % Page 51 of 10 07/06/016

52 6% 6% 1% 74% 7% 76% 7% 7% 7% 76% 7% 77% 7% 77% 75% 7% 0% 7% 77% 77% 7% Page 5 of 10 07/06/016

53 57% 64% 74% 6% 6% 70% 74% 6% 71% 71% 6% 6% 70% 6% 70% 71% 71% 6% 6% 70% 71% Page 5 of 10 07/06/016

54 7% 4% 50% 4% 41% 40% 56% 7% 41% % 4% 4% % 6% 40% 40% 41% % % % 41% Page 54 of 10 07/06/016

55 6% 7% 14% 1% 7% 6% 50% % 7% 7% % 11% 16% 7% % 1% 17% % 10% 17% 11% Page 55 of 10 07/06/016

56 7% % 17% 14% 1% 1% 4% 1% 16% 1% 16% 0% 17% 11% 15% 1% 14% 17% 16% 1% 11% Page 56 of 10 07/06/016

57 6% 10% 1% 15% % 7% 6% 6% % % % % 7% % % % 10% % % % % Page 57 of 10 07/06/016

58 Page 5 of 10 07/06/016

59 Page 5 of 10 07/06/016

60 Page 60 of 10 07/06/016

61 0 5/1/15-5/4/ /5/15-5/1/ /1/15-6/7/ //15-6/14/ /15/15-6/1/ //15-6// //15-7/5/ /6/15-7/1/ /1/15-7/1/ /0/15-7/6/ /7/15 - // //15 - // /10/15 - /16/ /17/15 - //15 1 /4/15 - /0/15 0 /1/15-/6/ /7/15 - /1/ /14/15 - /0/ /1/15 - /7/ //15-10/4/ /5/15-10/11/15 0 Page 61 of 10 07/06/016

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68 Page 6 of 10 07/06/016

69 5% 76% 6% 6% 60% 66% 7% 0% 7% 70% 7% 77% 4% 76% 7% 76% 7% 6% % % % Page 6 of 10 07/06/016

70 5% 6% 7% 1% 67% 5% 1% % 7% 7% 77% 5% 1% % 0% 7% % % % 7% 0% Page 70 of 10 07/06/016

71 % 0% % 0% % 1% % 1% % 1% 1% % 0% 0% 4% % 4% 4% 4% 5% 5% Page 71 of 10 07/06/016

72 74% 7% 0% 7% 77% 7% 7% 7% % 0% 1% 0% 7% 7% 0% 77% 71% 7% 75% 0% 7% Page 7 of 10 07/06/016

73 70% 71% 7% 74% 7% 70% 6% 7% 75% 71% 7% 74% 7% 70% 6% 7% 67% 6% 6% 67% 70% Page 7 of 10 07/06/016

74 4% 4% 4% 50% 51% 44% 44% 45% 4% 47% 47% 4% 47% 47% 40% 45% % 4% 40% % 40% Page 74 of 10 07/06/016

75 14% 1% 6% 6% 1% 5% 1% 1% % 4% 0% 0% 16% 1% 14% 4% 14% 1% 15% 1% 10% Page 75 of 10 07/06/016

76 14% 15% 15% 1% % 16% 1% 17% 7% 4% 4% 17% 1% 17% 1% 15% 1% 1% 1% 14% 1% Page 76 of 10 07/06/016

77 10% 1% 1% 1% 15% 11% 14% 1% 1% 1% 10% 14% 1% 1% 7% 10% % % % 6% 7% Page 77 of 10 07/06/016

78 Page 7 of 10 07/06/016

79 Page 7 of 10 07/06/016

80 Page 0 of 10 07/06/016

81 10/1/15-10/1/ /1/15-10/5/ /6/15-11/1/ //15-11// //15-11/15/ /16/15-11// //15-11// /0/15-1/6/ /7/15-1/1/15 1 1/14/15-1/0/15 0 1/1/15-1/7/ //15-1// /4/16-1/10/ /11/16-1/17/ /1/16-1/4/ /5/16-1/1/ /1/16 - /7/ //16 - /14/ /15/16 - /1/ //16 - // //16 - /6/16 1 Page 1 of 10 07/06/016

82 Page of 10 07/06/016

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84 Page 4 of 10 07/06/016

85 Page 5 of 10 07/06/016

86 Page 6 of 10 07/06/016

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89 1% % 7% % % 6% % 7% 1% % 1% 0% % 1% % 1% 0% 5% 0% % 4% Page of 10 07/06/016

90 1% % 1% % % % 1% % 4% 0% % % % % % % 0% % 5% % % Page 0 of 10 07/06/016

91 4% 4% 4% % 0% 0% % % % % 4% 1% % % % 4% % 4% % 4% 4% Page 1 of 10 07/06/016

92 7% 7% 7% 77% 76% % 67% 0% % 74% 66% 70% 7% 77% 7% 7% 7% 70% 5% 75% 7% Page of 10 07/06/016

93 6% 66% 70% 70% 6% 7% 66% 67% 6% 70% 67% 6% 66% 7% 6% 65% 70% 66% 0% 67% 65% Page of 10 07/06/016

94 40% 7% 40% 41% 4% 45% 4% 45% 41% % 7% 45% % 40% 44% 7% % 6% 4% % % Page 4 of 10 07/06/016

95 10% % 1% 11% 1% 15% % 1% 11% % 10% 17% 1% % % 10% 1% 6% 14% % % Page 5 of 10 07/06/016

96 1% 10% 11% % % 10% 11% 1% 7% 1% 11% 16% 10% 10% % 10% 11% % 0% % % Page 6 of 10 07/06/016

97 7% 7% % % 1% 1% 10% 15% % % 7% 10% % 1% % % % 7% 1% 7% 7% Page 7 of 10 07/06/016

98 Page of 10 07/06/016

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100 Page 100 of 10 07/06/016

101 50 /7/16 - /1/ /14/16 - /0/ /1/16 - /7/ //16-4// /4/16-4/10/ /11/16-4/17/ /1/16-4/4/ /5/16-5/1/ //16-5// //16-5/15/ /16/16-5// //16-5// /6/16-6/1/ /1/16-6/1/ /0/16-6/6/16 0 Page 101 of 10 07/06/016

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109 % 0% 4% 0% 4% % % % 5% % % 7% 7% 65% % Page 10 of 10 07/06/016

110 % 6% % % % 1% % 0% % 7% % 7% 4% 4% 7% Page 110 of 10 07/06/016

111 % 4% 5% % 5% 5% 4% 1% % % % % % % % Page 111 of 10 07/06/016

112 0% 77% 75% 74% 7% 76% 77% 76% 1% 76% 77% 77% 76% 77% 7% Page 11 of 10 07/06/016

113 6% 6% 71% 6% 6% 7% 6% 7% 7% 6% 75% 75% 7% 74% 76% Page 11 of 10 07/06/016

114 40% % 5% 0% 5% 6% 5% 6% 4% 6% % % 41% 4% 4% Page 114 of 10 07/06/016

115 14% 11% 7% % 7% % 1% 16% 14% 16% 17% % % 6% 16% Page 115 of 10 07/06/016

116 % 16% 10% % % 11% % 1% 1% 15% 1% 1% 16% 16% 16% Page 116 of 10 07/06/016

117 % 7% 6% 5% 6% 6% 7% 7% 10% % 10% % 15% 10% 10% Page 117 of 10 07/06/016

118 Page 11 of 10 07/06/016

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Month: Year: 7am-7pm. Ratio. Patient census at beginning of shift (total # of patients)

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