Data

Definition

Description

NHS Metric

Inbound Received

Includes inbound calls across all PSTN numbers on the service

Excludes Test Numbers

All inbound calls received on your service’s inbound telephone numbers. This includes all of your patient facing telephone numbers as well as any direct dials or bypass numbers you may have

1 Call Volumes

Inbound Answered

The number of the above Inbound Received calls that were answered by a User

Does not include -

All inbound calls received on your service’s inbound telephone numbers that were answered by a member of staff in your practice. This will include those patients that chose to book a callback and were subsequently connected to one of your staff members via that route. Internal calls are not included in this figure

9 Total Number of Answered Inbound Calls

Average Inbound Talk Time

The average talk time of the Inbound Answered calls above

The average time your staff spend on each inbound phone call that comes into your service on one of your inbound telephone numbers. Internal calls are not included in this figure

8 Call Length Time

Outbound Attempted

Number of staff dialling out to external contacts This should not include -

How many calls your staff have made to external contacts, this will not include internal calls. This figure also doesn’t include those outbound calls associated with the Patient Callback feature

1 Call Volumes

Outbound Connected

The number of the Outbound Attempted calls above that were answered by the intended target including those calls that went to voicemail

The number of outbound call attempts that were answered by the intended recipient. This will include those calls that went to mobile voicemail as there is no way we can differentiate these from where a person answers the call. Internal calls are not included in this figure

Average Outbound Talk Time

The average talk time of the Outbound Connected calls above

The average time your staff spend on each outbound phone call that is dialled and connects. Internal calls are not included in this figure

8 Call Length Time

Abandoned Calls

The number of the Inbound Received calls that ended before either targeting a User or joining a Group queue

The number of inbound calls that ended before your staff had a chance of answering them. They never targeted a User or joined a queue before the caller decided to end the call

2 Calls Abandoned

Average Abandoned Call Time

The average call time of the Abandoned Calls above

The average length of time that callers have decided to abandon their call and not queue

5 Wait Time Before Call Abandoned

Calls That Queued

The number of Inbound Received calls that joined a Group Queue. Excludes internal calls and transfers.

Includes those people who queue virtually via the callback feature

The number of inbound calls to your telephone numbers that joined a Group queue. This does not include internal calls to those Groups. This will include calls that queued whilst on the phone as well as those that queued virtually using the Patient Callback feature

Answered From Queue

The number (and percentage) of the Calls That Queued that were answered

The number of inbound calls to your telephone numbers that joined a Group queue and were answered by a member of staff. This does not include internal calls to those Groups. This will include calls that queued whilst on the phone as well as those that queued virtually using the Patient Callback feature

3 Call Times to Answer

9 Total Number of Answered Inbound Calls

Average Queue Time Answered

The average queue time of the Answered From Queue calls above

The average queue time of the calls that were answered from the queue. This does not include internal calls to those Groups. This will include calls that queued whilst on the phone as well as those that queued virtually using the Patient Callback feature

3 Call Times to Answer

Missed From Queue

The number (and percentage) of calls from the Calls That Queued figure that were not answered by a person. This includes callback calls that were not completed

The number of patients that hung up in the queue before being answered by a member of staff. This would not include internal calls but does include those patients that queued virtually with the Patient Callback feature

4 Missed Call Volumes

Excluding Repeat Callers

Callers who call in, hang up and then call in again repeatedly are excluded

Many patients phone in, join a queue, wait a little while and then hang up, only to ring in again and repeat the same process. This figure discounts those patient calls.

Average Queue Time Missed

The average queue time of the Missed From Queue calls. This would include both real queue time and virtual queue time

The average time that callers waited in the queue before ending their call unanswered. This would include those that joined a standard queue and those that queued virtually via the Patient Callback feature

5 Wait Time Before Call Abandoned

Callbacks Requested

Number of callers offered and accepting a callback

The number of callers that were offered to use the Patient Callback feature and accepted this offer

6 Call Backs Requested

Callbacks Successful

Number of Callbacks Requested that were called back, answered the call and spoke to a staff member

The number of Patient Callback calls that were called back, answered the call and spoke to a staff member

7 Call Backs Made

Callbacks Unsuccessful

Number of Callbacks Requested that we were not able to get the caller to speak to a staff member

The number of Patient Callback calls where the callback did not result in the caller speaking to a staff member

7 Call Backs Made

Callbacks Cancelled by Patient

Number of Callbacks Requested that the patient cancelled by ringing back in or via the Queue Position webpage

The number of Patient Callback calls that were cancelled by the patient by either ringing back into the phone number or cancelling via the Queue Position webpage