Common use of Reporting Criteria Clause in Contracts

Reporting Criteria. General Specifications Definition Date Format All report dates not otherwise specified are to be in the following format: mm/dd/yyyy <List Other by Name> The report is to include all Main/Trunk lines that the MCO or the MCO subcontractors maintain. Additional sections of the report are to be added as needed. Row Label Description Number of Calls Number of calls received including answered, abandoned and blocked. Number of Calls Abandoned Calls into the call centers that are terminated by the persons originating the call before answer by a staff person. (URAC standards measure this as the calls that disconnect after 30 seconds when a live individual would have answered the call. If there is a pre-recorded message or greeting for the caller, the 30-second measurement begins after the message/greeting has ended). % Abandoned Calls The percentage of calls into the call center that are terminated by the persons originating the call before answer by a staff person. (URAC standards measure this as the percentage of calls that disconnect after 30 seconds when a live individual would have answered the call. If there is a pre-recorded message or greeting for the caller, the 30-second measurement begins after the message/greeting has ended) Average Speed to Answer (seconds) The average delay in seconds that inbound telephone calls encounter waiting in the telephone queue of a call center before answer by a staff person (URAC measures the speed of answer starting at the point when a live individual would have answered the call. If there is a pre-recorded message or greeting for the caller, the time it takes to respond to the call – average speed of answer – begins after the message/greeting has ended). Highest Maximum Delay (minutes) The one call during the reporting period that had the greatest delay in speed to answer measured in minutes. % Calls Answered on or before 4th Ring The percentage of calls answered on or before the fourth ring. % Calls Receiving Busy Signal The percentage of incoming telephone calls ‘blocked’ or not completed because switching or transmission capacity is unavailable, as compared to the total number of calls encountered. Blocked calls usually occur during peak call volume periods and result in callers receiving a busy signal. % Calls Answered within 30 Seconds The percentage of calls answered within thirty seconds. Average Length of Call (minutes) The average length of all calls answered measured in minutes.