Telephone Calls - March 2025 Posted or Updated on 10 Apr 2025

Monthly Summary

Call Summary

Inbound

Inbound Received - 6,104

Inbound Answered - 4,404

Average Inbound Talk Time - 2m 4s

Outbound

Outbound Attempted - 5,187

Outbound Connected - 4,248 (81.9%)

Average Outbound Talk Time - 2m 42s

Queue Summary

Calls That Queued - 4,598

Answered From Queue - 3,392 (95.5%)

Average Queue Time Answered - 1m 41s

Callback Summary

Callbacks Requested - 155

Callbacks Successful - 146

Callbacks Unsuccessful - 9

What is the difference between a Missed Call and an Abandoned Call?

Missed Call

Missed calls are calls that could have been answered by a staff member because it either targeted a user directly or joined a queue for a distribution group, but the call was not connected (answered).

A call does not have to make it to the front of a queue to count as missed, it purely has to join the queue, so a missed call could be that someone heard their queue place and decided to hang up to call back later.

Abandoned call

Abandoned calls are calls that staff had no chance of answering as they either did not target a user directly or did not enter a queue for a group of users

Situations where this could be the case are when the caller rings in whilst the practice is closed, or the caller does not respond to a menu and hangs up before making a choice.