Attachment 18 Monthly Volume and AHT V2.xlsx

31 KB Posted

Attached to
GLOBAL NURSE ADVICE LINE - NEXT GENERATION (GNAL-NG)
Solicitation number
HT0011-25-R-0044
Issued by

About this file

Written by GovTribe AI ·

The Excel file "Attachment 18 Monthly Volume and AHT V2.xlsx" contains detailed monthly call volume and average handle time (AHT) data for an Interactive Voice Response (IVR) system from 2018 to 2025. The data tracks two primary metrics: total calls into the IVR system and the average handle time in minutes for each month across multiple fiscal years.

Key observations include a consistent increase in call volume from 2018 to 2022, peaking at 963,745 calls in 2022, with a gradual decline in average handle time from approximately 24 minutes in 2018 to around 14 minutes in 2023. The data suggests improved efficiency in call handling over time, with the most significant reductions in handle time occurring between 2021 and 2023. This file appears to be supporting documentation for the Global Nurse Advice Line - Next Generation (GNAL-NG) solicitation, providing historical performance metrics for the telehealth nurse advice line service operated by the Defense Health Agency.

View the file

Other files

File Type Posted
HT0011-25-R-0044_GNAL-NG_0017Final.pdf PDF
HT0011-25-R-0044_GNAL-NG_0017Final.pdf PDF
HT0011-25-R-0044_GNAL-NG_0016.pdf PDF
HT0011-25-R-0044_GNAL-NG_0016 Conformed Copy.pdf PDF
HT0011-25-R-0044_GNAL-NG_0015.pdf PDF
Attachment 1 Performance Work Statement (PWS) A0015.docx DOCX document
Attachment 27 Clarification on Questions and Answers (No. 34).xlsx XLSX spreadsheet
HT0011-25-R-0044_GNAL-NG_0015 Conformed Copy.pdf PDF
Attachment 21 CDRL A022 - URAC Accreditation Version 3.pdf PDF
HT0011-25-R-0044_GNAL-NG_0014.pdf PDF
Attachment 1 Performance Work Statement (PWS) A0014.docx DOCX document
HT0011-25-R-0044_GNAL-NG_0014 Conformed Copy.pdf PDF
HT0011-25-R-0044_GNAL-NG_0013 Conformed Copy.pdf PDF
Attachment 5 - GNAL Price Sheet_A0013.xlsx XLSX spreadsheet
HT0011-25-R-0044_GNAL-NG_0013.pdf PDF
Attachment 26 Questions and Answers (360 - 365).xlsx XLSX spreadsheet
HT0011-25-R-0044_GNAL-NG_0012 Conformed Copy.pdf PDF
HT0011-25-R-0044_GNAL-NG_0012.pdf PDF
Attachment 23 Monthly Calls Encounter Data (Version 2) - 28JUL25.xlsx XLSX spreadsheet
HT0011-25-R-0044_GNAL-NG_0011 Conformed Copy.pdf PDF
HT0011-25-R-0044_GNAL-NG_0011.pdf PDF
Attachment 25 Clarification on Call Data_Integration_API_and_Workflow.xlsx XLSX spreadsheet
Attachment 1 Performance Work Statement (PWS) A0011.docx DOCX document
HT0011-25-R-0044_GNAL-NG_0010 Conformed Copy.pdf PDF
Attachment 21 CDRL A022 - URAC Accreditation Version 2.pdf PDF
HT0011-25-R-0044_GNAL-NG_0010.pdf PDF
Attachment 24 Clarification on Questions and Answers (34. 112. 186. 203 and 282).xlsx XLSX spreadsheet
Attachment 1 Performance Work Statement (PWS) A0010.docx DOCX document
Attachment 23 Monthly Calls Encounter Data.xlsx XLSX spreadsheet
HT0011-25-R-0044_GNAL-NG_0009.pdf PDF
HT0011-25-R-0044_GNAL-NG_0009 Conformed Copy.pdf PDF
Attachment 22 Revised Responses to URAC Accreditation Questions.xlsx XLSX spreadsheet
Attachment 1 Performance Work Statement (PWS)A0009.docx DOCX document
Attachment 21 CDRL A022 - URAC Accreditation.pdf PDF
HT0011-25-R-0044_GNAL-NG_0008.pdf PDF
HT0011-25-R-0044_GNAL-NG_0007.pdf PDF
HT0011-25-R-0044_GNAL-NG_0007 Conformed Copy.pdf PDF
Attachment 20 Clarification on Call Data (Question No. 354).xlsx XLSX spreadsheet
HT0011-25-R-0044_GNAL-NG_0006 Conformed Copy.pdf PDF
HT0011-25-R-0044_GNAL-NG_0006.pdf PDF
HT0011-25-R-0044_GNAL-NG_0005 Conformed Copy.pdf PDF
HT0011-25-R-0044_GNAL-NG_0005.pdf PDF
HT0011-25-R-0044_GNAL-NG_0005 Conformed Copy.pdf PDF
Attachment 1 Performance Work Statement (PWS)A0005.docx DOCX document
HT0011-25-R-0044_GNAL-NG_0004.pdf PDF
HT0011-25-R-0044_GNAL-NG_0004_Conformed Copy.pdf PDF
Attachment 19 Clarification on Previous Answers.xlsx XLSX spreadsheet
HT0011-25-R-0044_GNAL-NG_0003 Conformed Copy.pdf PDF
Attachment 17 Additional Questions_ Answers (345 - 352).xlsx XLSX spreadsheet
Attachment 1 Performance Work Statement (PWS)A0003.docx DOCX document
Show 40 more

Latest 50 of 80 listed here. See the rest on GovTribe.

On GovTribe

Work with this file

  • Download the original file
  • Contacts named in this file
  • Similar government files
  • Ask GovTribe AI about this file
Try for free Login

Text version

The file's text, extracted by GovTribe without its formatting.

Pivot

Sum of Measure ValuesColumn Labels
Row LabelsCalls Into IVR Sum (Call Cnt)Handle Time Avg (Minutes)Grand Total
2018193592101.225644711193693.225644711
Jun3579924.83398889435823.833988894
Jul5575323.78458788455776.784587884
Aug4843129.22470978448460.224709784
Sep5360923.38235814953632.382358149
2019695622276.047119841695898.047119841
Jan6405423.65493047364077.654930473
Feb6234024.15293082662364.152930826
Mar6423923.72265244864262.722652448
Apr5542322.86511712655445.865117126
May5581622.56939485955838.569394859
Jun5314222.78814101853164.788141018
Jul5478922.95298967254811.952989672
Aug5517921.68883110755200.688831107
Sep5413521.67658865254156.676588652
Oct5812922.76295630858151.762956308
Nov5719423.5058982757217.50589827
Dec6118223.70668908261205.706689082
2020896323263.20446035896586.20446035
Jan6208522.15025408662107.150254086
Feb5952421.32511635659545.325116356
Mar15941120.228422865159431.228422865
Apr7825222.89348427478274.893484274
May6011323.86142359460136.861423594
Jun6894323.27123461368966.271234613
Jul9117821.3209342891199.32093428
Aug7444621.96952312774467.969523127
Sep7077520.90618037670795.906180376
Oct5606121.74688710656082.746887106
Nov5358421.42698671653605.426986716
Dec6195122.10401295761973.104012957
2021949936258.541950409950194.541950409
Jan8367523.26799435783698.267994357
Feb6687822.36033566466900.360335664
Mar7111322.10698075471135.106980754
Apr7059723.13158127870620.131581278
May6958622.26704021769608.267040217
Jun7047622.4508297870498.45082978
Jul7929522.60660834279317.606608342
Aug10314221.341532071103163.341532071
Sep9406821.09513919594089.095139195
Oct7700418.22544522677022.225445226
Nov8355119.44507852483570.445078524
Dec8055120.24338500180571.243385001
2022963745246.436212384963991.436212384
Jan13156723.938434637131590.938434637
Feb6056218.95699334360580.956993343
Mar6566917.56295395165686.562953951
Apr6757117.98066408467588.980664084
May8013320.20613104580153.206131045
Jun7955820.88491246679578.884912466
Jul7787421.71092278777895.710922787
Aug7440321.61509281974424.615092819
Sep6683219.79541041866851.795410418
Oct8174020.82853620381760.828536203
Nov7989821.25345187879919.253451878
Dec9793821.70270875397959.702708753
2023795369198.889768593795567.889768593
Jan7251518.77969151772533.779691517
Feb6424417.81653110364261.816531103
Mar6921317.35681156969230.356811569
Apr6024416.59930975360260.599309753
May6324314.42234885863257.422348858
Jun5845314.43037303958467.430373039
Jul5779313.91652565157806.916525651
Aug6267513.58579163262688.585791632
Sep6155113.28345169961564.283451699
Oct7211019.29817979772129.298179797
Nov7781819.76644137477837.766441374
Dec7551019.63431260175529.634312601
2024701945177.916239948702122.916239948
Jan6671417.30939734266731.309397342
Feb5988217.07457797459899.074577974
Mar5661713.60257805756630.602578057
Apr5528813.23125370355301.231253703
May5474713.17747356754760.177473567
Jun5237613.73740411752389.737404117
Jul5677713.93270841756790.932708417
Aug5658813.65872456756601.658724567
Sep5433414.69597625554348.695976255
Oct6225013.42820118162263.428201181
Nov6304016.6885895463056.68858954
Dec6333217.37935522863349.379355228
2025432499121.173655843432620.173655843
Jan6368415.46789220463699.467892204
Feb5595916.12775864755975.127758647
Mar5572813.79546945455741.795469454
Apr5165514.40408241851669.404082418
May4199514.61602485242009.616024852
Oct5504815.89459207755063.894592077
Nov5005615.2237033850071.22370338
Dec5837415.64413281158389.644132811
Grand Total56290311643.4350520795630674.43505208

Table

FY/FMMonthly Call VolumeHandle Time Avg (Minutes)
2018
Jun35,79924.83
Jul55,75323.78
Aug48,43129.22
Sep53,60923.38
2019
Jan64,05423.65
Feb62,34024.15
Mar64,23923.72
Apr55,42322.87
May55,81622.57
Jun53,14222.79
Jul54,78922.95
Aug55,17921.69
Sep54,13521.68
Oct58,12922.76
Nov57,19423.51
Dec61,18223.71
2020
Jan62,08522.15
Feb59,52421.33
Mar159,41120.23
Apr78,25222.89
May60,11323.86
Jun68,94323.27
Jul91,17821.32
Aug74,44621.97
Sep70,77520.91
Oct56,06121.75
Nov53,58421.43
Dec61,95122.10
2021
Jan83,67523.27
Feb66,87822.36
Mar71,11322.11
Apr70,59723.13
May69,58622.27
Jun70,47622.45
Jul79,29522.61
Aug103,14221.34
Sep94,06821.10
Oct77,00418.23
Nov83,55119.45
Dec80,55120.24
2022
Jan131,56723.94
Feb60,56218.96
Mar65,66917.56
Apr67,57117.98
May80,13320.21
Jun79,55820.88
Jul77,87421.71
Aug74,40321.62
Sep66,83219.80
Oct81,74020.83
Nov79,89821.25
Dec97,93821.70
2023
Jan72,51518.78
Feb64,24417.82
Mar69,21317.36
Apr60,24416.60
May63,24314.42
Jun58,45314.43
Jul57,79313.92
Aug62,67513.59
Sep61,55113.28
Oct72,11019.30
Nov77,81819.77
Dec75,51019.63
2024
Jan66,71417.31
Feb59,88217.07
Mar56,61713.60
Apr55,28813.23
May54,74713.18
Jun52,37613.74
Jul56,77713.93
Aug56,58813.66
Sep54,33414.70
Oct62,25013.43
Nov63,04016.69
Dec63,33217.38
2025
Oct55,04815.89
Nov50,05615.22
Dec58,37415.64

Monthly Volume and AHT

Measure NamesFiscal YearFiscal Month (abbr)Measure Values
Handle Time Avg (Minutes)201812-Sep23.382358149
Calls Into IVR Sum (Call Cnt)201812-Sep53609
Handle Time Avg (Minutes)201811-Aug29.224709784
Calls Into IVR Sum (Call Cnt)201811-Aug48431
Handle Time Avg (Minutes)201810-Jul23.784587884
Calls Into IVR Sum (Call Cnt)201810-Jul55753
Handle Time Avg (Minutes)20189-Jun24.833988894
Calls Into IVR Sum (Call Cnt)20189-Jun35799
Handle Time Avg (Minutes)201912-Sep21.676588652
Calls Into IVR Sum (Call Cnt)201912-Sep54135
Handle Time Avg (Minutes)201911-Aug21.688831107
Calls Into IVR Sum (Call Cnt)201911-Aug55179
Handle Time Avg (Minutes)201910-Jul22.952989672
Calls Into IVR Sum (Call Cnt)201910-Jul54789
Handle Time Avg (Minutes)20199-Jun22.788141018
Calls Into IVR Sum (Call Cnt)20199-Jun53142
Handle Time Avg (Minutes)20198-May22.569394859
Calls Into IVR Sum (Call Cnt)20198-May55816
Handle Time Avg (Minutes)20197-Apr22.865117126
Calls Into IVR Sum (Call Cnt)20197-Apr55423
Handle Time Avg (Minutes)20196-Mar23.722652448
Calls Into IVR Sum (Call Cnt)20196-Mar64239
Handle Time Avg (Minutes)20195-Feb24.152930826
Calls Into IVR Sum (Call Cnt)20195-Feb62340
Handle Time Avg (Minutes)20194-Jan23.654930473
Calls Into IVR Sum (Call Cnt)20194-Jan64054
Handle Time Avg (Minutes)20193-Dec23.706689082
Calls Into IVR Sum (Call Cnt)20193-Dec61182
Handle Time Avg (Minutes)20192-Nov23.50589827
Calls Into IVR Sum (Call Cnt)20192-Nov57194
Handle Time Avg (Minutes)20191-Oct22.762956308
Calls Into IVR Sum (Call Cnt)20191-Oct58129
Handle Time Avg (Minutes)202012-Sep20.906180376
Calls Into IVR Sum (Call Cnt)202012-Sep70775
Handle Time Avg (Minutes)202011-Aug21.969523127
Calls Into IVR Sum (Call Cnt)202011-Aug74446
Handle Time Avg (Minutes)202010-Jul21.32093428
Calls Into IVR Sum (Call Cnt)202010-Jul91178
Handle Time Avg (Minutes)20209-Jun23.271234613
Calls Into IVR Sum (Call Cnt)20209-Jun68943
Handle Time Avg (Minutes)20208-May23.861423594
Calls Into IVR Sum (Call Cnt)20208-May60113
Handle Time Avg (Minutes)20207-Apr22.893484274
Calls Into IVR Sum (Call Cnt)20207-Apr78252
Handle Time Avg (Minutes)20206-Mar20.228422865
Calls Into IVR Sum (Call Cnt)20206-Mar159411
Handle Time Avg (Minutes)20205-Feb21.325116356
Calls Into IVR Sum (Call Cnt)20205-Feb59524
Handle Time Avg (Minutes)20204-Jan22.150254086
Calls Into IVR Sum (Call Cnt)20204-Jan62085
Handle Time Avg (Minutes)20203-Dec22.104012957
Calls Into IVR Sum (Call Cnt)20203-Dec61951
Handle Time Avg (Minutes)20202-Nov21.426986716
Calls Into IVR Sum (Call Cnt)20202-Nov53584
Handle Time Avg (Minutes)20201-Oct21.746887106
Calls Into IVR Sum (Call Cnt)20201-Oct56061
Handle Time Avg (Minutes)202112-Sep21.095139195
Calls Into IVR Sum (Call Cnt)202112-Sep94068
Handle Time Avg (Minutes)202111-Aug21.341532071
Calls Into IVR Sum (Call Cnt)202111-Aug103142
Handle Time Avg (Minutes)202110-Jul22.606608342
Calls Into IVR Sum (Call Cnt)202110-Jul79295
Handle Time Avg (Minutes)20219-Jun22.45082978
Calls Into IVR Sum (Call Cnt)20219-Jun70476
Handle Time Avg (Minutes)20218-May22.267040217
Calls Into IVR Sum (Call Cnt)20218-May69586
Handle Time Avg (Minutes)20217-Apr23.131581278
Calls Into IVR Sum (Call Cnt)20217-Apr70597
Handle Time Avg (Minutes)20216-Mar22.106980754
Calls Into IVR Sum (Call Cnt)20216-Mar71113
Handle Time Avg (Minutes)20215-Feb22.360335664
Calls Into IVR Sum (Call Cnt)20215-Feb66878
Handle Time Avg (Minutes)20214-Jan23.267994357
Calls Into IVR Sum (Call Cnt)20214-Jan83675
Handle Time Avg (Minutes)20213-Dec20.243385001
Calls Into IVR Sum (Call Cnt)20213-Dec80551
Handle Time Avg (Minutes)20212-Nov19.445078524
Calls Into IVR Sum (Call Cnt)20212-Nov83551
Handle Time Avg (Minutes)20211-Oct18.225445226
Calls Into IVR Sum (Call Cnt)20211-Oct77004
Handle Time Avg (Minutes)202212-Sep19.795410418
Calls Into IVR Sum (Call Cnt)202212-Sep66832
Handle Time Avg (Minutes)202211-Aug21.615092819
Calls Into IVR Sum (Call Cnt)202211-Aug74403
Handle Time Avg (Minutes)202210-Jul21.710922787
Calls Into IVR Sum (Call Cnt)202210-Jul77874
Handle Time Avg (Minutes)20229-Jun20.884912466
Calls Into IVR Sum (Call Cnt)20229-Jun79558
Handle Time Avg (Minutes)20228-May20.206131045
Calls Into IVR Sum (Call Cnt)20228-May80133
Handle Time Avg (Minutes)20227-Apr17.980664084
Calls Into IVR Sum (Call Cnt)20227-Apr67571
Handle Time Avg (Minutes)20226-Mar17.562953951
Calls Into IVR Sum (Call Cnt)20226-Mar65669
Handle Time Avg (Minutes)20225-Feb18.956993343
Calls Into IVR Sum (Call Cnt)20225-Feb60562
Handle Time Avg (Minutes)20224-Jan23.938434637
Calls Into IVR Sum (Call Cnt)20224-Jan131567
Handle Time Avg (Minutes)20223-Dec21.702708753
Calls Into IVR Sum (Call Cnt)20223-Dec97938
Handle Time Avg (Minutes)20222-Nov21.253451878
Calls Into IVR Sum (Call Cnt)20222-Nov79898
Handle Time Avg (Minutes)20221-Oct20.828536203
Calls Into IVR Sum (Call Cnt)20221-Oct81740
Handle Time Avg (Minutes)202312-Sep13.283451699
Calls Into IVR Sum (Call Cnt)202312-Sep61551
Handle Time Avg (Minutes)202311-Aug13.585791632
Calls Into IVR Sum (Call Cnt)202311-Aug62675
Handle Time Avg (Minutes)202310-Jul13.916525651
Calls Into IVR Sum (Call Cnt)202310-Jul57793
Handle Time Avg (Minutes)20239-Jun14.430373039
Calls Into IVR Sum (Call Cnt)20239-Jun58453
Handle Time Avg (Minutes)20238-May14.422348858
Calls Into IVR Sum (Call Cnt)20238-May63243
Handle Time Avg (Minutes)20237-Apr16.599309753
Calls Into IVR Sum (Call Cnt)20237-Apr60244
Handle Time Avg (Minutes)20236-Mar17.356811569
Calls Into IVR Sum (Call Cnt)20236-Mar69213
Handle Time Avg (Minutes)20235-Feb17.816531103
Calls Into IVR Sum (Call Cnt)20235-Feb64244
Handle Time Avg (Minutes)20234-Jan18.779691517
Calls Into IVR Sum (Call Cnt)20234-Jan72515
Handle Time Avg (Minutes)20233-Dec19.634312601
Calls Into IVR Sum (Call Cnt)20233-Dec75510
Handle Time Avg (Minutes)20232-Nov19.766441374
Calls Into IVR Sum (Call Cnt)20232-Nov77818
Handle Time Avg (Minutes)20231-Oct19.298179797
Calls Into IVR Sum (Call Cnt)20231-Oct72110
Handle Time Avg (Minutes)202412-Sep14.695976255
Calls Into IVR Sum (Call Cnt)202412-Sep54334
Handle Time Avg (Minutes)202411-Aug13.658724567
Calls Into IVR Sum (Call Cnt)202411-Aug56588
Handle Time Avg (Minutes)202410-Jul13.932708417
Calls Into IVR Sum (Call Cnt)202410-Jul56777
Handle Time Avg (Minutes)20249-Jun13.737404117
Calls Into IVR Sum (Call Cnt)20249-Jun52376
Handle Time Avg (Minutes)20248-May13.177473567
Calls Into IVR Sum (Call Cnt)20248-May54747
Handle Time Avg (Minutes)20247-Apr13.231253703
Calls Into IVR Sum (Call Cnt)20247-Apr55288
Handle Time Avg (Minutes)20246-Mar13.602578057
Calls Into IVR Sum (Call Cnt)20246-Mar56617
Handle Time Avg (Minutes)20245-Feb17.074577974
Calls Into IVR Sum (Call Cnt)20245-Feb59882
Handle Time Avg (Minutes)20244-Jan17.309397342
Calls Into IVR Sum (Call Cnt)20244-Jan66714
Handle Time Avg (Minutes)20243-Dec17.379355228
Calls Into IVR Sum (Call Cnt)20243-Dec63332
Handle Time Avg (Minutes)20242-Nov16.68858954
Calls Into IVR Sum (Call Cnt)20242-Nov63040
Handle Time Avg (Minutes)20241-Oct13.428201181
Calls Into IVR Sum (Call Cnt)20241-Oct62250
Handle Time Avg (Minutes)20258-May14.616024852
Calls Into IVR Sum (Call Cnt)20258-May41995
Handle Time Avg (Minutes)20257-Apr14.404082418
Calls Into IVR Sum (Call Cnt)20257-Apr51655
Handle Time Avg (Minutes)20256-Mar13.795469454
Calls Into IVR Sum (Call Cnt)20256-Mar55728
Handle Time Avg (Minutes)20255-Feb16.127758647
Calls Into IVR Sum (Call Cnt)20255-Feb55959
Handle Time Avg (Minutes)20254-Jan15.467892204
Calls Into IVR Sum (Call Cnt)20254-Jan63684
Handle Time Avg (Minutes)20253-Dec15.644132811
Calls Into IVR Sum (Call Cnt)20253-Dec58374
Handle Time Avg (Minutes)20252-Nov15.22370338
Calls Into IVR Sum (Call Cnt)20252-Nov50056
Handle Time Avg (Minutes)20251-Oct15.894592077
Calls Into IVR Sum (Call Cnt)20251-Oct55048

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