Table 1.

Variables used in call volume, recruitment and quality indicator analysis

Variable	Description	Goal for study	Source
Call volume	Number of calls that enter the Cisco phone system, including abandoned calls	n/a; >700 per day considered “very high”	Cisco, 2-1-1
Average time in queue	Average time that a call sits in queue before being answered	≤60 seconds	Cisco, 2-1-1
Abandon rate %	Percentage of total calls that are abandoned in less than 60 seconds	<10%	Cisco, 2-1-1
Service Level	Percentage of calls answered within 60 seconds	80%/60 seconds	Cisco, 2-1-1
Risk assessments completed	Number of risk assessments completed per day by study- dedicated information specialists		Study database
Baseline surveys completed	Number of baseline surveys completed per day by study- dedicated information specialists		Study database