NDOL Call Report - 2024-2025.xlsx

The document is a comprehensive call report spreadsheet for the Nebraska Department of Labor (NDOL) Unemployment Insurance (UI) Claims call center, covering detailed call metrics from February 2024 through May 2025. The data tracks daily performance across English and Spanish language channels, including metrics such as total calls, distinct caller counts, queue callbacks, service levels, average speed of answer, talk time, hold time, after-call work time, and abandonment rates. The monthly breakout shows significant variation in call volumes, with peaks during winter months (November-February) and summer months (May-July), ranging from approximately 5,000 to 11,000 total monthly calls.

The call center performance metrics reveal consistent challenges in managing Spanish-language support, which typically demonstrates lower service levels and higher abandonment rates compared to English-language channels. The average monthly service level ranges from 78% to 97%, with handle times consistently around 9-11 minutes. Notable trends include increased call volumes during economic uncertainty periods and seasonal fluctuations, with specific months like January 2025 experiencing over 11,000 total calls and December 2024 showing approximately 8,000 calls. The data suggests the need for flexible staffing, multilingual support, and robust call routing strategies to maintain service quality during high-demand periods.