YYYYMM: The month for which summary data has been collated.

MCallsOffered: The count of calls arriving into the call centre after having navigated the voice prompts. A call is counted here regardless of whether it is answered or not.

MCallsAbandoned: Count of callers who hung up whilst waiting to be answered.

MCallsHandled: Count of calls answered in the call centre.

MCallsAbandonedAfterThreshold: The count of callers who hung up after having waited longer than the acceptable wait (180 seconds)

MCallsHandledAfterThreshold: The count of callers who spoke with a consultant after having waited longer than the acceptable wait (180 seconds)

GradeofService%: The percentage of calls answered or abandoned within an acceptable timeframe (which for the department's call centre is 180 seconds)

MTotalTalkTime: The total duration (seconds) a customer spent on the phone to a consultant includes time when their phone was ringing to a consultant, time talking to a consultant, time subsequently spent on hold, and time the consultant then spent unavailable while wrapping up the call after the call had ended.

MTotalDelayToAnswer: The sum of wait time (seconds) for all customers from when they finish navigating the voice prompt system, to the time they are answered by a consultant.

MTotalDelayToAbandon: The sum of wait time (seconds) for all customers from when they finish navigating the voice prompt system, to the time they hang up before being answered by a consultant.

AveHandlingTime: The Total Talk Time divided by the number of calls handled. 

AveAnsDelay: The TotalDelayToAnswer divided by the number of calls handled.

AveAbandonDelay: The TotalDelayToAbandon divided by the number of calls abandoned.