Attachment_W_-_Response_to_Question_15.pdf

2 MB Posted

Attached to
Transportation Operator for County Transit Service
Solicitation number
24-P-64AK
Issued by
Volusia County, Florida

About this file

Written by GovTribe AI ·

This document is an attachment (Attachment W) responding to Question 15 in RFP 24-P-64AK for a Transit Operator, specifically presenting detailed call volume and performance data for different service channels such as Customer Service, Fixed Route, Information, and Reservations. The graphs display call metrics for three specific dates in July 2023 (17th, 19th, and 21st), breaking down calls into categories including served calls, redirected calls, dissuaded calls, calls rejected due to lack of resources, and abandoned calls across different time periods from 0:00 to 21:00 hours.

The visualizations provide granular insights into call handling performance, showing fluctuations in call volumes and service capabilities throughout different times of day. Each graph represents a different service channel, with color-coded segments indicating various call statuses. The data suggests significant variations in call volumes, with peak periods showing higher numbers of served and abandoned calls, particularly during midday and afternoon hours. These metrics likely serve as performance indicators for evaluating the efficiency and responsiveness of the transit operator's customer service infrastructure, potentially to be used in assessing operational effectiveness or meeting service level agreements.

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Call Volume Average

Weekdays 4747 Saturdays 492 Sundays 301

Attachment W - Response to Question 15 RFP 24-P-64AK Transit Operator

Detailed_graph 1/1 3/7/2024 4:45 PM

0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00

N um be r o f c al ls

Period of edition

Breakdown of calls received for one pilot : "Customer Serv 2" From 0:00 to 21:00, the 19 of July 2023

Served calls (total) Redirected calls (total) Dissuaded calls Calls rejected due to lack of resources Abandons (total)

0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00

N um be r o f c al ls

Period of edition

Breakdown of calls received for one pilot : "Customer Serv 2" From 0:00 to 21:00, the 21 of July 2023

Served calls (total) Redirected calls (total) Dissuaded calls Calls rejected due to lack of resources Abandons (total)

0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00

N um be r o f c al ls

Period of edition

Breakdown of calls received for one pilot : "Customer Serv 2" From 0:00 to 24:00, the 17 of July 2023

Served calls (total) Redirected calls (total) Dissuaded calls Calls rejected due to lack of resources Abandons (total)

0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00

N um be r o f c al ls

Period of edition

Breakdown of calls received for one pilot : "Customer Serv 3" From 0:00 to 21:00, the 21 of July 2023

Served calls (total) Redirected calls (total) Dissuaded calls Calls rejected due to lack of resources Abandons (total)

Detailed_graph 1/1 3/7/2024 4:46 PM

0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00

N um be r o f c al ls

Period of edition

Breakdown of calls received for one pilot : "Customer Serv 3" From 0:00 to 24:00, the 17 of July 2023

Served calls (total) Redirected calls (total) Dissuaded calls Calls rejected due to lack of resources Abandons (total)

0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00

N um be r o f c al ls

Period of edition

Breakdown of calls received for one pilot : "Customer Serv 3" From 0:00 to 21:00, the 19 of July 2023

Served calls (total) Redirected calls (total) Dissuaded calls Calls rejected due to lack of resources Abandons (total)

0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00

N um be r o f c al ls

Period of edition

Breakdown of calls received for one pilot : "Fixed Route" From 0:00 to 21:00, the 21 of July 2023

Served calls (total) Redirected calls (total) Dissuaded calls Calls rejected due to lack of resources Abandons (total)

0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00

N um be r o f c al ls

Period of edition

Breakdown of calls received for one pilot : "Fixed Route" From 0:00 to 21:00, the 17 of July 2023

Served calls (total) Redirected calls (total) Dissuaded calls Calls rejected due to lack of resources Abandons (total)

0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00

N um be r o f c al ls

Period of edition

Breakdown of calls received for one pilot : "Fixed Route" From 0:00 to 21:00, the 19 of July 2023

Served calls (total) Redirected calls (total) Dissuaded calls Calls rejected due to lack of resources Abandons (total)

0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00

N um be r o f c al ls

Period of edition

Breakdown of calls received for one pilot : "Information" From 0:00 to 21:00, the 21 of July 2023

Served calls (total) Redirected calls (total) Dissuaded calls Calls rejected due to lack of resources Abandons (total)

0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00

N um be r o f c al ls

Period of edition

Breakdown of calls received for one pilot : "Information" From 0:00 to 21:00, the 17 of July 2023

Served calls (total) Redirected calls (total) Dissuaded calls Calls rejected due to lack of resources Abandons (total)

0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00

N um be r o f c al ls

Period of edition

Breakdown of calls received for one pilot : "Information" From 0:00 to 21:00, the 19 of July 2023

Served calls (total) Redirected calls (total) Dissuaded calls Calls rejected due to lack of resources Abandons (total)

Detailed_graph 1/1 3/7/2024 4:47 PM

0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00

N um be r o f c al ls

Period of edition

Breakdown of calls received for one pilot : "Reservations" From 0:00 to 21:00, the 21 of July 2023

Served calls (total) Redirected calls (total) Dissuaded calls Calls rejected due to lack of resources Abandons (total)

0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00

N um be r o f c al ls

Period of edition

Breakdown of calls received for one pilot : "Reservations" From 0:00 to 21:00, the 17 of July 2023

Served calls (total) Redirected calls (total) Dissuaded calls Calls rejected due to lack of resources Abandons (total)

0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00

N um be r o f c al ls

Period of edition

Breakdown of calls received for one pilot : "Information" From 0:00 to 21:00, the 19 of July 2023

Served calls (total) Redirected calls (total) Dissuaded calls Calls rejected due to lack of resources Abandons (total)

Call Volume
Call Volume
CS 2 Wed
Detailed_graph
CS2 Fri
Detailed_graph
CS2 Mon
Detailed_graph
CS3 Fri
Detailed_graph
CS3 Monday
Detailed_graph
CS3 Wed
Detailed_graph
Fixed Rt Fri
Detailed_graph
Fixed Rt Monday
Detailed_graph
Fixed Rt Wed
Detailed_graph
Information Fri
Detailed_graph
Information Mon
Detailed_graph
Information Wed
Detailed_graph
Reservations Fri
Detailed_graph
Reservations Mon
Detailed_graph
Reservations Wed
Detailed_graph

File details come from the government source that posted it. Updated .