Month Call Volume Time to Answer VRU Abandon Rate
1 135 12 14.2 22 Variable
2 150 8 15.6 19 Call Volume
3 109 9 18.7 25 Time to Answer
4 109 9 17.8 26 VRU Calls
5 128 18 18.9 27 Abandon Rate
6 125 17 14.8 30
7 124 17 15.5 30 Ref:
8 141 20 20.0 33
9 133 22 17.5 34
10 153 24 19.2 34
11 155 25 17.7 31
12 294 30 10.8 39
13 295 23 13.2 47
14 305 16 16.5 29
15 221 16 25.1 30
16 172 17 26.1 30
17 174 16 27.8 17
18 165 12 27.2 19
19 177 9 29.0 14
20 183 10 30.4 21
21 179 23 28.2 23
22 191 33 32.3 40
23 170 33 29.2 36
24 174 24 28.9 27
25 187 24 28.1 24
26 198 10 29.0 11
27 161 10 30.9 14
28 150 15 30.2 12
29 149 16 28.3 13
30 139 10 30.2 12
Units
Thousands
Seconds
%
%
Hoerl & Snee, (2002), p.253