| Call Summary | January 25 | February 25 | March 25 | April 25 | May 25 | June 25 |
| Inbound Received | 9,760 | 9,363 | 9,462 | 8,821 | 8,592 | 8,527 |
| Inbound Answered | 6,748 | 6,063 | 6,308 | 5,793 | 5,430 | 5,533 |
| Average Inbound Talk Time | 2m 13s | 2m 15s | 2m 8s | 2m 14s | 2m 18s | 2m 18s |
| Outbound Attempted | 3,869 | 3,541 | 3,871 | 3,426 | 3,592 | 3,516 |
| Outbound Connected | 3,505 (90.6%) | 3,207 (90.6%) | 3,539 (91.4%) | 3,152 (92.0%) | 3,265 (90.9%) | 3,140 (89.3%) |
| Average Outbound Talk Time | 3m 23s | 3m 29s | 3m 25s | 3m 16s | 3m 20s | 3m 23s |
| Abandoned Summary | January 25 | February 25 | March 25 | April 25 | May 25 | June 25 |
| Abandon Calls | 2,485 (25.5%) | 2,677 (28.6%) | 2,630 (27.8%) | 2,517 (28.5%) | 2,673 (31.1%) | 2,603 (30.5%) |
| Average Abandoned Call Time | 29s | 27s | 29s | 36s | 29s | 27s |
Abandoned call numbers are high due to patients calling before 8 am in an attempt to get ahead of the queue and then hanging up.
| Queue Summary | January 25 | February 25 | March 25 | April 25 | May 25 | June 25 |
| Calls That Queued | 7,210 | 6,601 | 6,758 | 6,232 | 5,879 | 5,882 |
| Answered from Queue | 6,740 (93.5%) | 6,053 (91.7%) | 6,300 (93.2%) | 5,786 (92.8%) | 5,427 (92.3%) | 5,533 (94.1%) |
| Average Queue Time Answered | 6m 11s | 8m 6s | 6m 12s | 6m 11s | 7m 20s | 4m 47s |
| Missed from Queue | 470 (6.5%) | 548 (8.3%) | 458 (6.8%) | 446 (7.2%) | 452 (7.7%) | 349 (5.9%) |
| Missed from Queue Excluding Repeat Callers | 399 (5.5%) | 485 (7.3%) | 410 (6.1%) | 402 (6.5%) | 390 (6.6%) | 317 (5.4%) |
| Repeat Callers That Queued | 46 | 49 | 39 | 32 | 49 | 27 |
| Average Queue Time Missed | 4m 55s | 6m 13s | 5m 45s | 4m 49s | 4m 51s | 3m 50s |
| Callback Summary | January 25 | February 25 | March 25 | April 25 | May 25 | June 25 |
| Callbacks Requested | 894 | 894 | 890 | 719 | 733 | 583 |
| Callbacks Successful | 854 | 841 | 835 | 685 | 697 | 561 |
| Callbacks Unsuccessful | 25 | 28 | 29 | 23 | 23 | 11 |
| Patient Cancelled Callbacks | 1 | 1 | 0 | 0 | 1 | 1 |