Table 1 Activity, process measures and outcome definition
Definitions | |
|---|---|
Activity measures | |
Number of calls | Number of incoming calls |
Call rate per 1000 inhabitants | Number of incoming calls per 1000 inhabitants |
Connected call taker | Connection status to the advanced telephony system. A connected call taker could be busy on a call or available to handle an incoming call |
Process measures | |
Occupation rate (OR) | Proportion of time when call takers are on live calls or completing work associated with the calls |
Average call duration (ACD) | Average time on call for a call taker |
Outcome | |
Calls answered in 20s (QS20) | Rate of answered calls within 20 s |