Table 1 Activity and performance indicators during the two study periods in the Emergency Medical Communication Center. Overall, 392 h of activity were collected and analyzed (192 h in period 1 (February 27th to March 11th 2020, usual system) and 192 h in period 2 (from March 12th to March 25th 2020, two-level filtering)
Overall, Mean (SD) | Period 1, mean (SD) | Period 2, mean (SD) | p-value | |
|---|---|---|---|---|
Number of call takers per hour | 7.8 (2.3) | 6.4 (1.3) | 9.1 (2.2) | < 0.001 |
Number of incoming calls per hour | 115.9 (40.7) | 109.4 (24.7) | 122.5 (51.3) | 0.001 |
Number of answered calls per hour | 102.7 (26.6) | 98.9 (19.4) | 106.5 (31.8) | 0.004 |
Total abandon rate (%) | 11.4 (17.3) | 9.4 (9.8) | 13.3 (22.3) | 0.03 |
Quality of service 20s | 0.7 (0.3) | 0.6 (0.2) | 0.8 (0.3) | < 0.001 |
Call taker occupancy rate | 0.6 (0.2) | 0.7 (0.1) | 0.6 (0.1) | < 0.001 |
Average call duration (seconds) | 98.8 (16.4) | 93.2 (14.4) | 104.4 (16.4) | < 0.001 |