NDOL Call Report - 2024-2025.xlsx

The document is a comprehensive call report for the Nebraska Department of Labor (NDOL) Unemployment Insurance (UI) Claims call center, covering daily performance metrics from February 2024 through May 2025. The report tracks various call center statistics including call volumes, service levels, average speed of answer, handle times, and abandonment rates for both English and Spanish language channels. Monthly aggregations reveal significant seasonal variations, with peak call volumes during November-February and May-July, ranging from approximately 5,000 to 11,000 total monthly calls. The data demonstrates consistently high service levels, with most months achieving over 90% service level performance, and average handle times typically between 7-11 minutes.

The monthly breakout data provides strategic insights into call center performance, showing gradual improvements in metrics over time. Total annual call volumes approximate 95,776 calls, with an overall service level of 92.39% and an average handle time of 9 minutes and 25 seconds. Spanish language support represents a consistent minority of calls, typically ranging from 10-25% of total call volumes. The report includes granular daily data tracking key performance indicators such as distinct caller counts, queue callbacks, processing times, and abandoned call percentages, which could be valuable for operational analysis and continuous improvement of UI claims customer service delivery.