Application: The control point in the call routing system named for the type of call routed. Grade of Service: The percentage of calls answered or abandoned within an acceptable timeframe (which for the department's call centre is 180 seconds) Calls Offered: 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. Calls Abandoned: Count of callers who hung up whilst waiting to be answered. Calls Handled: Count of calls answered in the call centre. CallsAbandonedAfterThreshold: The count of callers who hung up after having waited longer than the acceptable wait (180 seconds) CallsHandledAfterThreshold: The count of callers who spoke with a consultant after having waited longer than the acceptable wait (180 seconds) TotalTalkTime: The total duration (seconds) a customer spent on the phone to a consultant includes time when their phone was ringing to a consultant TotalDelayToAnswer: The sum of wait time (seconds) for all customers from when they finish navigating the voice prompt system TotalDelayToAbandon: The sum of wait time (seconds) for all customers from when they finish navigating the voice prompt system AverageHandlingTime: The Total Talk Time divided by the number of calls handled. AveDelayToAnswer: The TotalDelayToAnswer divided by the number of calls handled. AveDelayToAbandon: The TotalDelayToAbandon divided by the number of calls abandoned.