Calls that abandon while waiting on hold for an agent
What is Abandonment Rate?
200
ACW
What is After Call Work
200
Where employees can view their own schedules
What is Aspect Empower?
200
Routes inbound calls to appropriate queues
What is ACD (Automatic Call Distributor)?
300
80% in 35 seconds
What is TSR Service Level Goal
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
Supervisor application to monitor realt time adherence
What is Aspect RTA?
300
The center of our value compass
What is the member?
400
90% in 45 seconds
What is the Paging Service level
400
Average amount of time a caller waits in queue before reaching an agent
What is Average Speed of Answer?
400
NRC
What is Not Ready Codes?
400
Training delivered to agent desktop
What is Intradiem?
400
Monday through friday 8:30AM-8:00PM
What is Routine Mammogram line?
500
50% in 60 seconds
What is the service level goal for Advice, Behavioral Health Clinicians, and Radiology?