CSQ Agent Summary Report - 1.xlsx

This is a CSQ Agent Summary Report documenting call center performance metrics for telephone operators at the VA Palo Alto Health Care System during the period from January 1, 2025 through December 1, 2026. The report tracks fifteen (15) agents assigned to the PAL-OPERATOR-CSQ queue, including their call handling statistics, average talk time, total work time, ring time, hold metrics, and no-answer data. Key performers include Tanya Underwood with 86,221 calls handled, Terrell Williams with 71,392 calls handled, and Kalani Turner with 65,077 calls handled. The data reflects cumulative performance across the 23-month reporting period and was generated on August 4, 2026 by the system administrator.

This report directly correlates to Solicitation Number 36C26126Q0978, which seeks a contractor to provide thirteen (13) telephone operator/switchboard operators for the VA Palo Alto Health Care System under the Department of Veterans Affairs Veterans Health Administration, Veterans Integrated Service Network 21. The actual performance data in this report demonstrates current operational staffing levels and call center metrics that would inform baseline requirements and performance expectations for the contracted services. The report serves as a benchmark for evaluating contractor capability to meet the operational demands of the facility's telephone operator and switchboard services.