March 2025 Phone call Summary

Call Summary

• Inbound Received – 9,462
• Inbound Answered – 6,308
• Average Inbound Talk Time – 2m 8s
• Outbound Attempted – 3,871
• Outbound Connected – 3,539 (91.4%)
• Average Outbound Talk Time – 3m 25s

Abandoned Calls

• Abandon Calls – 2,630 (27.8%)
• Average Abandoned Call Time – 29s

Queue Summary

• Calls That Queued – 6,758
• Answered from Queue – 6,300 (93.2%)
• Average Queue Time Answered – 6m 12s
• Missed from Queue – 458 (6.8%)
• Missed from Queue Excluding Repeat Callers – 410 (6.1%)
• Repeat Callers That Queued – 39
• Average Queue Time Missed – 5m 45s

Callback Summary

• Callbacks Requested – 890
• Callbacks Successful – 835
• Callbacks Unsuccessful – 29
• Patient Cancelled Callbacks – 0