Call Center Performance Goals
Call Center Metrics
Call Center Acronyms
Call Center Applications
100

The AHT goal to meet the Intake Team Bonus 

What is 5 minutes or less 

100
"X" percent of calls answered in "Y" seconds
What is What is service level?
100

AHT

What is Average Handling Time?

100

System used to document calls for all LOB's

What is EPIC? 

200

AHT is compiled of two components 

What is ACD + ACW? 

200
Calls that abandon while waiting on hold for an agent
What is Abandonment Rate?
200
ACW
What is After Call Work
200

Which system was used prior to HEALTHsuite? 

What is IDX? 

300

ASA requirement for the CS department 

What is 30 seconds or less

300
Amount of time an agent spends in phone states, including talk time, after call work, time with member on hold, time in outbound calls with member on hold, time on direct dial inbound calls
What is Average Handling Time?
300
SL
What is Service Level?
300

Which system was used to review Inpatient authorizations prior to the Aerial implementation for Priority Partners & EHP? 

What is CMS? 

400

You must achieve a 96% or above to pass 

What is the QA standards? 

400
Average amount of time a caller waits in queue before reaching an agent
What is Average Speed of Answer?
400

ACD 

What is Average call duration? 

400

Which system was implemented to help the UM Intake team speed up the generating of Healthsuite authorizations? 

What is Healthsuite wrapper? 

500

Service Level agreements are commonly referred to as? 

What are SLA's? 

500
Calls offered minus calls abandoned
What is Calls Answered?
500

IVR

What is Interactive or Integrated Voice Response?

500

Prior to Virtual Observer, which system did we utilize to store & review QA audits? 

What is DocGem? 

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