What are the hours of operations for Advice and Paging
100
80% in 35 seconds
What is the service level goal for TSRs
100
"x" percent of calls answered in "y" seconds
What is Service Level?
100
VHT
What is Virtual Hold Time?
100
Telephone equivalent of waiting in line
What is a queue?
200
Which of the following are not scheduled by the AACC?
a. Diagnostic Mammograms
b. Dexa Scans
c. Ultrasound reschedules
What is diagnostic mammograms
200
8:42
What is the Average Handling Time (AHT) goal for Advice Nurses?
200
Calls that abandon while waiting on hold before reaching an agent
What is Abandonment Rate?
200
ACW
What is After Call Work?
200
Center of Kaiser Permanente's Value Compass
What is the Member?
300
3.1 MILLION CALLS
What is the number of calls taken by TSRs each year
300
70% in 30 seconds
What is the Service Level goal for Paging?
300
Amount of time an agent spends in phone states, including talk time, after call work, hold time, time in outbound calls with member on hold, time on direct dial inbound calls
What is Average Handling Time (AHT) ?
300
AHT
What is Average Handling Time?
300
IVR
What is Integrated or Interactive Voice Response?
400
8:30am to 8:30pm Monday through Friday
What are the hours the AACC schedules routine mamograms?
400
7%
What is the Abandonment Rate goal for Advice, Behavioral Health Clinicians or Radiology (one answer is acceptable)?
400
Average amount of time a caller waits in queue before reaching an agent
What is Average Speed of Answer (ASA) ?
400
Occupancy Rate
What is the amount of time an agent is actually on the phone?
400
Training delivered to the agent desktop
What is Intradiem?
500
592,137 CALLS
What is the number of calls taken by Advice Nurses per year?
500
2:42
What is the Average Handling Time (AHT) goal for Teleservice Representatives (TSR)
500
FacInfo
What is Facility Information or AACC Knowledge Database?