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