CSQ Agent Summary Report .xlsx

This is a Call Center Statistics Report documenting performance metrics for the PAL-OPERATOR-CSQ (Palo Alto telephony operator call queue) for the period January 1, 2025 through December 1, 2025. The report tracks operational efficiency and service quality for telephone operator services at VA Palo Alto Health Care System.

The data shows that the operator queue handled 327,671 calls out of 339,898 presented calls, achieving a 96.4% handling rate with an average handle time of 36 seconds and maximum of 47 minutes 38 seconds. The queue experienced 11,944 abandoned calls (3.51% abandonment rate) with an average abandon time of 32 seconds. Additional metrics include 263 calls dequeued (0.08%), an average speed of answer of 15 seconds, and 291,605 calls handled within the 30-second service level. The report also notes 8,222 calls handled below service level and a maximum daily abandoned calls volume of 257. This performance data directly supports the solicitation for thirteen (13) telephone operator/switchboard operators for the VA Palo Alto Health Care System, as referenced in solicitation 36C26126Q0978, demonstrating current operational demand and staffing requirements.