Attachment 23 Monthly Calls Encounter Data (Version 2) - 28JUL25.xlsx
XLSX spreadsheet 20 KB Posted
- Solicitation number
- HT0011-25-R-0044
- Issued by
-
Defense Health Agency
About this file
The attached file is a monthly encounter data spreadsheet for the Global Nurse Advice Line - Next Generation (GNAL-NG) contract, tracking detailed call and interaction metrics from March 2024 through January 2025. The data provides comprehensive insights into telehealth service performance, including total calls received (ranging from 73,228 to 91,436 monthly), IVR interactions, queue deliveries, answered calls, and nurse-connected encounters.
Key performance indicators reveal consistent monthly patterns, with total call volumes, nurse-connected calls, and encounter volumes showing relatively stable trends. Notable metrics include peak daily encounters (highest at 2,406 in January 2025), lowest daily encounters (as low as 647 in November 2024), and triage encounter volumes that fluctuate between approximately 35,411 and 45,507 monthly. This data supports the Defense Health Agency's GNAL-NG contract, which provides 24/7 telehealth nursing services for Military Health System beneficiaries, including triage, self-care advice, and care coordination support.
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Text version
Monthly Calls & Encounter
| CALLS | ENCOUNTER | |||||
| Total Calls Handled | ||||||
| (All Agent Contacts) | Total Calls Received to the IVR (IVR Inbound Total) | Total Calls Delivered to Queue | Total Calls Answered | Calls Connected to RN | Total Encounter Volume | |
| (Call, Chat, and Video) | Highest Daily | |||||
| Encounters | Date for Highest Daily | |||||
| Encounters | Lowest Daily | |||||
| Encounters | Date for Lowest Daily | |||||
| Encounters | Triaged Encounters |
(By Nurse Recommended Level of Care)
| MAR-24 | 83,007 | 56,617 | 47,452 | 46,857 | 43,592 | 47,068 | 2,153 | 11-Mar-24 | 903 | 23-Mar-24 | 40,614 |
| APR-24 | 81,091 | 55,288 | 46,248 | 45,569 | 42,214 | 45,483 | 1,973 | 15-Apr-24 | 897 | 27-Apr-24 | 38,823 |
| MAY-24 | 80,413 | 54,747 | 45,586 | 44,925 | 41,541 | 44,716 | 2,081 | 28-May-24 | 930 | 11-May-24 | 38,393 |
| JUN-24 | 77,019 | 51,336 | 42,917 | 41,963 | 38,379 | 42,822 | 1,979 | 3 & 17 Jun-24 | 912 | 15-Jun-24 | 36,550 |
| JUL-24 | 83,133 | 56,777 | 47,917 | 47,153 | 41,607 | 46,489 | 2,090 | 8-Jul-24 | 782 | 4-Jul-24 | 39,642 |
| AUG-24 | 81,654 | 56,588 | 47,622 | 46,839 | 41,559 | 46,581 | 2,035 | 12-Aug-24 | 951 | 31-Aug-24 | 39,669 |
| SEP-24 | 79,107 | 54,334 | 45,447 | 44,809 | 40,449 | 45,333 | 2,198 | 3-Sep-24 | 919 | 21-Sep-24 | 38,668 |
| OCT-24 | 79,434 | 55,048 | 45,706 | 45,082 | 40,452 | 45,756 | 2,011 | 15-Oct-24 | 821 | 12-Oct-24 | 38,544 |
| NOV-24 | 73,228 | 50,056 | 41,758 | 41,184 | 37,169 | 41,723 | 2,134 | 12-Nov-24 | 647 | 28-Nov-24 | 35,411 |
| DEC-24 | 86,468 | 58,374 | 49,298 | 48,490 | 44,105 | 49,148 | 2,319 | 2-Dec-24 | 751 | 25-Dec-24 | 42,192 |
| JAN-25 | 91,436 | 63,684 | 52,787 | 51,950 | 47,542 | 53,208 | 2,406 | 27-Jan-25 | 1,114 | 19-Jan-25 | 45,507 |
| FEB-25 | 80,353 | 55,959 | 46,825 | 46,173 | 42,318 | 47,168 | 2,414 | 3-Feb-25 | 998 | 16-Feb-25 | 40,501 |
| Total Calls Received to the IVR (IVR Inbound Total) - This includes "Total Calls Delivered to Queue" and calls addressed by the agents that do not go to the queue. |
| Total Calls Delivered to Queue - This includes "Total Calls Answered" and dropped calls. |
| Total Calls Answered - This includes calls that needed RN intervention (Calls Connected to RN) and those that did not. |
File details come from the government source that posted it. Updated .