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Hourly Distribution of Calls Handled     ----'--- G---'--- G----'--- G  2 30.0% 2 31.0% 2 32.0% 2 33.0% 2 34.0% 2 35.0% 2 36.0% 2 37.0% 2 m38.0% 2 V39.0% 2 @+10.0% ---'--- G---'--- G Times New Romanww0- 2 uV12:00 AM-Times New Romanww0- 2 m~2:00 AMM-Times New Romanww0- 2 m4:00 AMM-Times New Romanww0- 2 m6:00 AMM-Times New Romanww0- 2 m8:00 AMM-Times New Romanww0- 2 u10:00 AM-Times New Romanww0- 2 sE12:00 PM-Times New Romanww0- 2 km2:00 PMM-Times New Romanww0- 2 k4:00 PMM-Times New Romanww0- 2 k6:00 PMM-Times New Romanww0- 2 k8:00 PMM-Times New Romanww0- 2 s 10:00 PM----'--- G-----'--- Vw4  2 |6Time  ----'--- G-----'--- )  Times New Romanww0- 2 PercentM-----'--- G---'--- G-- -4 Arialw@ Eww0- - -- ---- - --- -' G '  '\[Inline Te&xt" <<CTABLE QAppendix AWPWin 6.0/OLE 1.0 Prefix Information MarkerExcel.Sheet.8ࡱ> BR  !"#$%&'()*+,-./0123456789:;<=>?@ADEFGHIJKLMNOPQRoot Entry Fl@Ole CompObjfWorkbookyz erfect Office 2002\Pro FMicrosoft Excel WorksheetBiff8Excel.Sheet.89q02\Programs\; Files\Corel\WordPerfeOh+'0@HXh DSCMOfCensusMicrosoft Excel@@\WordPerfect Office 2002 @\pCensus Ba= A=E$<X@"1Arial1Arial1Arial1Arial1.Times New Roman1.Times New Roman"$"#,##0_);\("$"#,##0\)!"$"#,##0_);[Red]\("$"#,##0\)""$"#,##0.00_);\("$"#,##0.00\)'""$"#,##0.00_);[Red]\("$"#,##0.00\)7*2_("$"* #,##0_);_("$"* \(#,##0\);_("$"* "-"_);_(@_).))_(* #,##0_);_(* \(#,##0\);_(* "-"_);_(@_)?,:_("$"* #,##0.00_);_("$"* \(#,##0.00\);_("$"* "-"??_);_(@_)6+1_(* #,##0.00_);_(* \(#,##0.00\);_(* "-"??_);_(@_) 0.0%                + ) , *        ` Count+Percent WGraph`in DayDateTotalFridaySaturdaySundayMondayTuesday WednesdayThursdayPercentj Q @  dMbP?_*+%MPEPSON Stylus COLOR 600Pz pdhh0EPSON Stylus COLOR 600LPT1:"d??Uz          8@v@  8@{@  9@F@   9@a@  @9@@  `9@@n@   9@@@  9@@@   9@{@   9@@   :@lA    :@A   @:@x A   `:@8A  :@y@  :@@  :@@  :@ܙ&A  ;@,A   ;@hA   @;@A  `;@(A  ;@@  ;@@  ;@ A  ;@ A  <@حA    <@8A  @<@0`A  `<@d@  <@@@ Dl8222222222222222222222222222222 !"#$%&'()*+,-./0123456789:;<=>?  <@`@  !!<@@ ! 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Times New Romanww0- 2 BY5-Mar-Times New Romanww0- 2 J12-Mar-Times New Romanww0- 2 J19-Mar-Times New Romanww0- 2 J26-Mar-Times New Romanww0- 2 @2-Aprr-Times New Romanww0- 2 @'9-Aprr-Times New Romanww0- 2 HP16-Apr-Times New Romanww0- 2 Hy23-Apr-Times New Romanww0- 2 H30-Apr-Times New Romanww0- 2 D7-Mayr-Times New Romanww0- 2 L14-May-Times New Romanww0- 2 L21-May-Times New Romanww0- 2 LF28-May-Times New Romanww0- 2 <o4-Juny-Times New Romanww0- 2 D11-Jun-Times New Romanww0- 2 D18-Jun-Times New Romanww0- 2 D25-Jun----'--- .-----'--- kN  2 SDate ----'--- .-----'--- , Times New Romanww0- 2 Percent-----'--- .--  w---'--- x---'--- x- -- $!2 {English & Spanish   ---'--- x---'--- x-q ~I2 {,Spanish (rotary), Asian, and Priority Queue    ---'--- x---'--- .---'--- .-- -4--$ ---- - -Times New Romanww0--  -- R2 2Figure 10. Daily Distribution of Call Abandonments      ' .-- -' . '  'NANI՜.+,0 PXd lt| BOC CountPercentGraphResRate  WorksheetsCharts METAFILEPICT!T`!T`* ? R   .''  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Times New Romanww0- 2 BY5-Mar-Times New Romanww0- 2 J12-Mar-Times New Romanww0- 2 J19-Mar-Times New Romanww0- 2 J26-Mar-Times New Romanww0- 2 @2-Aprr-Times New Romanww0- 2 @'9-Aprr-Times New Romanww0- 2 HP16-Apr-Times New Romanww0- 2 Hy23-Apr-Times New Romanww0- 2 H30-Apr-Times New Romanww0- 2 D7-Mayr-Times New Romanww0- 2 L14-May-Times New Romanww0- 2 L21-May-Times New Romanww0- 2 LF28-May-Times New Romanww0- 2 <o4-Juny-Times New Romanww0- 2 D11-Jun-Times New Romanww0- 2 D18-Jun-Times New Romanww0- 2 D25-Jun----'--- .-----'--- kN  2 SDate ----'--- .-----'--- , Times New Romanww0- 2 Percent-----'--- .--  w---'--- x---'--- x- -- $!2 {English & Spanish   ---'--- x---'--- x-q ~I2 {,Spanish (rotary), Asian, and Priority Queue    ---'--- x---'--- .---'--- .-- -4--$ ---- - -Times New Romanww0--  -- R2 2Figure 10. Daily Distribution of Call Abandonments      ' .-- -' . '  ' U C)  _ @ XXXX(9 Z6Times New Roman RegularH<*OLE*TABLE AT_TTABLE_A1>(9 Z6Times New Roman RegularLevel 1Level 2Level 3Level 4Level 5(9 Z6Times New Roman RegularTABLE_C1TABLE_B1Table_AWPC..!.  l   ''  ' ' --  $cJdJd,c,cJ---'-- 0dFcc dcdcdcdpcpdJcJd--'-- -Jc Jd,d,cJc--'-- |--'-- ,eJc--'-- ,fHc-3f- 3f $WW,,W$,,$((,,($)),,)$)),,)$++,,+$++,,+$,,$,,$'',,'$,,$((,,($++,,+$++,,+$((,,($((,,($)),,)$**,,*$**,,*$++,,+$**,,*$++,,+$++,,+$++,,+$++,,+$++,,+$++,,+--'-- 3f,eJc--'-- 3f-Jc ,cTimes New Romanww0-,^,c^c^c^c^cp^pcJ^Jc,c,d1c,c1,1,1,1,1,1,1:,:1Y,Y1w,w1,1,1,1,1,1/,/1N,N---"System 0-'--- 3f*B >   2 @ ----'--- ---'--- ---'---   2 #60.0% 2 .10.0% 2 .20.0% 2 .30.0% 2 .40.0% 2 g.50.0% 2 A.60.0% ---'--- ---'---  Times New Romanww0- 2 `Y5-Mar-Times New Romanww0- 2 hx12-Mar-Times New Romanww0- 2 h19-Mar-Times New Romanww0- 2 h26-Mar-Times New Romanww0- 2 ^2-Aprr-Times New Romanww0- 2 ^9-Aprr-Times New Romanww0- 2 f16-Apr-Times New Romanww0- 2 f023-Apr-Times New Romanww0- 2 fO30-Apr-Times New Romanww0- 2 bm7-Mayr-Times New Romanww0- 2 j14-May-Times New Romanww0- 2 j21-May-Times New Romanww0- 2 j28-May-Times New Romanww0- 2 Z4-Juny-Times New Romanww0- 2 b11-Jun-Times New Romanww0- 2 b%18-Jun-Times New Romanww0- 2 bD25-Jun----'--- -----'--- tlS  2 qUDate ----'--- -----'--- , Times New Romanww0- 2 Percent-----'--- ---'--- -- -4--%L ---- - -#H Times New Romanww0-- l2 CFigure 3. Daily Percent Distribution of AT&T Network Blocked Calls           ' -- -'  '  'Appendix BAppendix CTABLE_E1Appendix DWPWin 6.0/OLE 1.0 Prefix Information MarkerPresentations.Drawing.10ࡱ> 8  !"#$%&'()*+,-./01234567:;<=>?@ABCDEFGRoot EntryPRP'䊶VyOle WPG20afCompObj} PRP'Corel Presentations 10 Drawing Embed SourcePresentations.Drawing.109q?+3dWPCaf(*(*"513988 !(*   !!!"""###$$$%%%&&&'''((()))***+++,,,---...///000111222333444555666777888999:::;;;<<<===>>>???@@@AAABBBCCCDDDEEEFFFGGGHHHIIIJJJKKKLLLMMMNNNOOOPPPQQQRRRSSSTTTUUUVVVWWWXXXYYYZZZ[[[\\\]]]^^^___```aaabbbcccdddeeefffggghhhiiijjjkkklllmmmnnnooopppqqqrrrssstttuuuvvvwwwxxxyyyzzz{{{|||}}}~~~a}sϏO/?oL߯O? ?O??O??̅{3OD_/_3߬.7_/o.ߓ3o/_2;)ߜ?A?>2_?_O/+.? ?5_/o+_?1oo//_7) O:+?AO=?0/=?$o-+?._ O??4+0?/"4?)$_8+o@o=??O/;?'?.+?. ?3_,/?/$3?O*&_6+@=?O~pP00.`/? 0:p? O_/>?Z +@2__o/: . Oo? P/0$2pP00*/%_050m``<pP 0- O_?8_  _ .O*?.o1_? ,??- O 0&_1*O'5*? ?<￟? ߿_. ?7/ ??0Ͽ? ߂0o __2/ _-߿/ ?Ͽ. 2 O 1￟? ߿_.Ͽ? 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OP+? g~p0@M` `+@ p/[@ ./0L OQ `/p0@K `?? /`0P~06  0[p. &M[ /0}0_ P `/ &~@M06@/@0 [8p0U0@L OPP ?`8P0~00N6 /Z 80p@M@00L  Op .0~`?0PN 6`?@ p c.P0`?0`Mp/ `? -`/0`~  PX`,p @oc .P0PXQ / 0P N OP`/ ` - 0` ~@@@O0 -?b`.0 @N 0QP 00@P@O@_ ` `.@P/@~p.``@ ?. @d0PC@0/@P@.P@`PP / P0pP p ?P-pO.0/ X 1?O?1?O///??o1  /1O4  5 )_! ?- O~ / OO4@0Wp" PS`@/ /p/@`4?pP1 p 1 / OOQp/  4"00(!P?@, / OO ~p/  _? 00 /# U`_?0SF?0P`N@p=@ P2pS ?0O?p'@?P"` -p~`@_?@/`02p_ /  < 1  p?^p`1?po/?@OO _ 2`@_?@5@_ />pFp# ?@,`@_?@~O`06`_?@3/ /@?2"7`F02 _0`6 2p 4Op06 @2"@,@?# O -Op0~`?`0o@6o04/ `W[ >@`O?`3@`6`o3P 0    4`?`0o@U 1PP/ $ O ,`?`0O@~p8_p` 5/ o` V@\/D@_4pOp8P> 0O ?6pWp/ <@00%@?%P -p  ?2 O _9/ ߏ/-Ͽo ? O-_? ?0 ? 7 ?/2 ? ? 1߿ ρ_ /8 ?4￟/ o ?(ϯ_ ?/ "/_߿/ o+ ?  ? 3 o_ _;_/oￏ_ -?,?,o ?0 /? 9_ ?ߏ2 O 2(/: ? 5?o_(-"O o+ ?  OO/ 4?? >?/-/,?,_ ?0/_o? ; /_O 3Oo? 3'o= OO/ 6?O(-"? ?, O_/  /5!@O$/-?,? ?0!O=?4!/3%?/7/?'-" /-/ o6oC? 0-?,__?0@o65#?Co7 '-O"/o _9ϏO_G__2-,??1o?C_o9?6/_F_9'-?!o0__/?ϟo?/Lo/?5﮿,ϐ?6O/_HOO?_/O9ߝN_/;'߭!ߒ3_/ϟO?/?_G߿?/?ORo??_Ƈ;o??_OϏ??oHϯo??OϟO?/?_lϟO?/?_AJPO?[?_o/O߁o?P/[_O ~P@cPO?/0   $.O]  TO)F 0ooo/?_No%?c o  O&/-] _ TO+G O/?/L??$c~  &//-Ph `O]*@R.?pPp@3/0J?P$Pc /'o._oWO,I0Ooϯ/H$c O(.O/`/_YO-I?0/ _G$Od ?(.a_o o?Z?-J0??O F%d ?(o /Z-??JO0o/ /)??O [oo.oJ/0O_?)? /\?O/o??-J/0_O?o(O] /o-I_0o__O ?/o _?߃?/o//__?/o? ߏ?/ _?o?? /o/?oO?? ߁?ߏ?O?O o_ o?? ߂o?__O?_ _o//?/O//o?ߏ?__/Oo? O?o _?_/O _?o___/O/_o o /??_ ?  ?_/  ?? ??__    OO_O__?/ _ O  o? ? ?_?/ ? ??? ??? _?O_ O /_o_? O? _ o _ // o  /  O?_/ oO   ?/ ??/  / ? ??? oo/ oo/ o_? __/?/ _ߟ/_? ?_?oO   O_/ o/ o o/o/  o _ OOo?? //_ _?߯_/o _/o __? _ ? _o /  ?oO  o / o_ ?/? ? /o ? ? ?o_ //? __ _//? _oO /o_? /? /oo/??  ? ?O/ _ /  oO ? O/  O o/ _  _/ o  _/? o//_? _ o??oo_? _ / Oo/_? /?O? ? /_O //? ?/ O o /?     _ ? _ ?OO_o   ?// ?_o_ /o_   ?/߿/?/_  / O??/? O  / /o _ o_O/ O//  ?? O_   !_/ / _ Oo/o   _O ?/ ? _O _ o/ ??// O _/ O?/_   o    /_?? O߿? /_ _ o/ ?_? O o" O ? ?/_? /? O/ o O/  /?   //O/  // O? __ o /  ?ooO _  ??#/O _ ? /o  _ /? ?_ O_   ?O_Oo_ ?  / _ ? O ?_O/?  /?O /O  #  ??? /? ?   _o   oo O OoO_? /O? O_O/ _/ o _o ?_ _ # / ?o O?o?O _  ?/OOo_ ?/??  _ _?o?/??__  ??_? ?? ? Oo _O? ?/  // / #o O  ?o   O?O_O//  _  //__ ? OO_o/_/_  ?? /_?_/o _ oo  ?/ O$   ?O? _o ? ?/  /?  /  _// _/ o/ oo  _ ooo/  ?/ _  _  ?$   o O  ?_ OO   _? OO _?ߏ _/ O_ o _ _/o ?? _ _oO  _? /? ? /O o$? O/ ?/ O_O  o_??   o  o OO?o _?_/o  ?o?? / /? O  /o /o   o  O ?$? ? O__??/O  ?/O? _"_  ?O   _  /O   ??_ _ ?// o /o o ???o? ?    _ # o _?oo o O/O%/ ?  _  ?? _ ?_O O_??oO/  /  ?? o?O o /  ? o$  /o?O?_  /+/   /?  _ _ /? _O/o/?/  O  o ?? ? _ _ _/O?$o  _?oo_? ?O ?+_ O    O  _/? oO   _ ~ 0(P ?P  p/   p@ P/@P$@0 _/`@ OP00@P_@P/@@ PO`>0 PP  @  `_ P`PP P %p`_ 0POP / p  P/p@    Pp/0/__o   _  ?_$? ? O O///_ ? o_  /O    _  /OOoO??//o??_ O_ / /? o/ / /  ??  o ?#_  o /__O ?_ O?/  o/   _ O  ? O  ?/_?/ ? oo_??o  ?  /?O ~@` / @/P  /? 0 `?/  @/  O@@#  @0/ P0/0@ p0 ?p@/0__`@ @0/ @ Po0/ P Pp0 `O`oP  @P @P @@ ?  0  @p P/0 Pp @Џ_0 `0@`P?o@ ?P ?0 @ /pO` 0 O _ ??  ? _ ? ?O/O/$? _O/ o O O ?_/  _?? /  _ /  o O?? ?/ OO/?o? oo? o ?o _ O/    _oo/_$ / ? ߿  ?_/? OOOߏ/ O ? _ oO  ? oOO_?ߟ?o ?/?O/oO// _O / ?_ _ ??????O?   /!o O_ߟ/O  oO/oO? _o/?? o/Ϗo / _ oO? /o?o??/o??__oo ? ?OO/      ? ?  _!O / ? ?O ?_  o _  ?  /  o /?_ _?/_   ?  /? / _   _ o_?/ Oo  ? oo O? _?  o ? /?/ ? O  ? ? //? o  O  ?  o  _   //_ ?O/?߄  O?/!ߊOO/oτ?o ?OO?_  _? o?/_ ߄  OO?o?oO _?O  //o ?? 4߿%_V _@aD\߿m߿`Ͽ*Ͽ)Ͽ@\bi\Ooj_\_Poj?\?Q /jo[oQ_? j[Qoko[oQ??l/[/Sn?Z?S_ /noZ߁X߯oqObjInfoBOlePartOlePres0009bWPGExtents V      V   H C (p  !!!"""###$$$%%%&&&'''((()))***+++,,,---...///000111222333444555666777888999:::;;;<<<===>>>???@@@AAABBBCCCDDDEEEFFFGGGHHHIIIJJJKKKLLLMMMNNNOOOPPPQQQRRRSSSTTTUUUVVVWWWXXXYYYZZZ[[[\\\]]]^^^___```aaabbbcccdddeeefffggghhhiiijjjkkklllmmmnnnooopppqqqrrrssstttuuuvvvwwwxxxyyyzzz{{{|||}}}~~~?????????????/??O??_??????O???????o??_?/???__O/_/??/?o__Ϗ/?o?ONANI METAFILEPICTV(V      V   H C (p  !!!"""###$$$%%%&&&'''((()))***+++,,,---...///000111222333444555666777888999:::;;;<<<===>>>???@@@AAABBBCCCDDDEEEFFFGGGHHHIIIJJJKKKLLLMMMNNNOOOPPPQQQRRRSSSTTTUUUVVVWWWXXXYYYZZZ[[[\\\]]]^^^___```aaabbbcccdddeeefffggghhhiiijjjkkklllmmmnnnooopppqqqrrrssstttuuuvvvwwwxxxyyyzzz{{{|||}}}~~~?????????????/??O??_??????O???????o??_?/???__O/_/??/?o__Ϗ/?o?OxAppendix EAppendix FAppendix GAppendix GBACKGROUNDRESULTSM ETHODSLIMITATIONSTABLE_D1M ETHODSLIMITATIONSEXECUTIVE SUMMARYTABLE_E2EXECUTIVE SUMMARYTABLE V\  `&Times New Roman*OLE*WPC.B.B!.Bw ; K   yH''  ' yH' yH--  $_H+H+__H---'-- +D_pW_ +_+_+_+y_y+a_a+H_H+--'-- yHpW-H_ H++_H_--'-- yH-H_ _Times New Romanww0-Z_Z_Z_Z_Z_yZy_aZa_HZH__+__;;rr--"System 0-'--- tC---'--- .F]---'--- .F]--W [[__ccggkkoossww{{q~q~VV    $$((++//3377;;??CCGGKKOOSSWW[[__bbffjjnnrrvvzz~~  ##''+cggkkoossww{{~~    $$((++//3377;;??CCGGKKOOSSWW[[__bbffjjnnrrvvzz~~  ##'_-  $_a]_---'--- .F]c  $ceac---'--- .F]g  $gieg---'--- .F]k  $kmik---'--- .F]o  $oqmo---'--- .F]s  $suqs---'--- .F]w  $wyuw---'--- .F]{  ${}y{---'--- .F]q~  $~os|s~o---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]V  $TXXT---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $ ---'--- .F]   $   ---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]   $ " ---'--- .F]$  $$&"$---'--- .F](  $(*&(---'--- .F]+  $+-)+---'--- .F]/  $/1-/---'--- .F]3  $3513---'--- .F]7  $7957---'--- .F];  $;=9;---'--- .F]?  $?A=?---'--- .F]C  $CEAC---'--- .F]G  $GIEG---'--- .F]K  $KMIK---'--- .F]O  $OQMO---'--- .F]S  $SUQS---'--- .F]W  $WYUW---'--- .F][  $[]Y[---'--- .F]_  $_a]_---'--- .F]b  $bd`b---'--- .F]f  $fhdf---'--- .F]j  $jlhj---'--- .F]n  $npln---'--- .F]r  $rtpr---'--- .F]v  $vxtv---'--- .F]z  $z|xz---'--- .F]~  $~|~---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $ ---'--- .F]   $   ---'--- .F]  $ ---'--- .F]  $---'--- .F]  $---'--- .F]  $---'--- .F]  $!---'--- .F]#  $#%!#---'--- .F]'  $')%'---'--- .F]+  $+-)+---'--- .F]---'--- .F]---'--- yH----'--- (& " 2 $ ----'--- yH---'--- yH---'--- yH  2 40.0% 2 42.0% 2 44.0% 2 46.0% 2 48.0% 2 q-10.0% 2 Y-12.0% 2 @-14.0% ---'--- yH---'--- yH Times New Romanww0- 2 %U5-Mar-Times New Romanww0- 2 ,19-Mar-Times New Romanww0- 2 #2-Aprr-Times New Romanww0- 2 *16-Apr-Times New Romanww0- 2 *130-Apr-Times New Romanww0- 2 .h14-May-Times New Romanww0- 2 .28-May-Times New Romanww0- 2 '11-Jun-Times New Romanww0- 2 ' 25-Jun----'--- yH-----'--- LV05  2 67Date ----'--- yH-----'--- + Times New Romanww0- 2 Percent-----'--- yH--  qW---'--- oX---'--- oX-d dd-  $bffb2 \Actual ---'--- oX---'--- oX-dB dZdN2 \^Estimate  ---'--- oX---'--- yH---'--- yH-- -4----&8Q--%9L-- $FPPL--&&l8g--%m9z`-- $u]|fZ{_--&&--%-- $--&-- s---- - -t--- 2 vCensus ' yH----?@&---- - -=<'-- !2 )Reminder Postcard   ' yH----?&O---- - -='R-- 2 )RInitial Mailoute ' yH----UM@---- - -SIA--- K2 C-*Note that the date tick marks correspond to   ' yH----=---- - -9Times New Romanww0--- <2 #Figure 1. 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Daily Total Call Volume      ' yH-- -' yH '  'What was the TQA program?CONTENTSCONTENTSCONTENTSCONTENTSCONTENTSCONTENTSCONTENTSCONTENTSCONTENTSWhat was the TQA program?CONTENTSWhat was the basic infrastructure/design of the TQA system?What was the TQA program?CONTENTSTQA Program CostsReferencesWhat this evaluation studiesWhat were the data sources used for this evaluation?CONTENTSWhat were the data sources used for this evaluation?CONTENTSCONTENTSCONTENTS #   w   *OLE*WPC."."!."  O   ''  ' ' --  $cCCccC---'-- ?cc cccccrcrcccScSCcC--'-- -Cc CcCc-CccTimes New Romanww0-^c^c^c^c^c^c^cr^rcc^ccS^ScC^Cccccuu''88JJ\\nn--"System 0-'--- ---'--- Cc---'--- Cc--c uuppZ'Z'n8n8iJiJ_\_\ZnZnMMOO\\uu---'--- Cc---'--- Times New Romanww0-----'--- $    2   ----'--- ---'--- ----'---   2 60.0% 2 61.0% 2 62.0% 2 63.0% 2 64.0% 2 65.0% 2 y66.0% 2 i67.0% 2 Z68.0% 2 J69.0% 2 :.10.0% ---'--- ---'---  Times New Romanww0-2 IY 12:00 AM-Times New Romanww0-2 U} 2:00 AM-Times New Romanww0-2 ] 4:00 AM-Times New Romanww0-2 Q 6:00 AM-Times New Romanww0- 2 5 8:00 AM0-Times New Romanww0- 2 9  10:00 AM0-Times New Romanww0- 2 3. 12:00 PM-Times New Romanww0- 2 3R 2:00 PM0-Times New Romanww0- 2 3v 4:00 PM0-Times New Romanww0- 2 3 6:00 PM0-Times New Romanww0- 2 3 8:00 PM0-Times New Romanww0-2 ? 10:00 PM A----'--- -----'--- |A_  2 d Hour ----'--- -----'--- ,x Times New Romanww0- 2 Percent-----'--- ---'--- -- -4--#l---- - -Times New Romanww0- - !h- -  O2 0Figure 2. Hourly Total Call Volume Distribution       ' -- -'  '  'WPWin 6.0/OLE 1.0 Prefix Information MarkerExcel.Sheet.8^ࡱ> -  !"#$%&'()*+,Root Entry Fv]h@Ole CompObjfWorkbook3 FMicrosoft Excel WorksheetBi FMicrosoft Excel WorksheetBiff8Excel.Sheet.89qRR>20 X`XXX`k^# Figure9.Oh+'0@HXh JohnfCensusMicrosoft Excel@>ț@\h0.DailyDistributionofCallAbandonments @\pCensus Ba= A=+ <X@"1Arial1Arial1Arial1Arial1.Times New Roman1.Times New Roman1.Times New Roman"$"#,##0_);\("$"#,##0\)!"$"#,##0_);[Red]\("$"#,##0\)""$"#,##0.00_);\("$"#,##0.00\)'""$"#,##0.00_);[Red]\("$"#,##0.00\)7*2_("$"* #,##0_);_("$"* \(#,##0\);_("$"* "-"_);_(@_).))_(* #,##0_);_(* \(#,##0\);_(* "-"_);_(@_)?,:_("$"* #,##0.00_);_("$"* \(#,##0.00\);_("$"* "-"??_);_(@_)6+1_(* #,##0.00_);_(* \(#,##0.00\);_(* "-"??_);_(@_) 0.0%                + ) , *    #   ` [ CountPercentd!Graph1`iZR3  @@  6=#" LanguageTotalEnglishSpanishChinese VietnameseKoreanTagalog Total Hour 12:00 AM 1:00 AM 2:00 AM 3:00 AM 4:00 AM 5:00 AM 6:00 AM 7:00 AM 8:00 AM 9:00 AM 10:00 AM 11:00 AM 12:00 PM 1:00 PM 2:00 PM 3:00 PM 4:00 PM 5:00 PM 6:00 PM 7:00 PM 8:00 PM 9:00 PM 10:00 PM 11:00 PM* fw  @  dMbP?_*+%"??U} I}  } I                                          $@%D*c@@@`@F@@@4@  $@%D*@p@=@2@@ @  $4@%D*@f@@? $P~@%D*x@U@ $s@%D*p@K@ $p~@%D*{@K@ $@%D*@b@@@@@ $ 1@% D * j@@@R@C@J@(@ $ A % D * hA@n@a@c@3@ $ A % D * A@B@y@n@`o@A@ $ cA % D *  MA@ @s@v@Q@ $ SA % D * |AD@H@@x@]@ $4A %D*A@@@؄@]@ $A%D*A@X@`@X@Y@ $VA%D*A@@@@`@ $[A%D*A @@@p@W@ $lI!A%D*\A @8@@@@\@ $!A%D*A@@@@ b@ $|A%D*LA@x@@@@]@ $BA%D*A1@0@0@~@X@ $A%D*@ A@@}@x@U@  $A%D* @@Ȃ@v@j@T@ !${@%D*@@@s@@i@@Q@ "$0@%D*@5@@`g@ `@F@ $VA%D*?h.@@R@P@  < 2znnnnnnnnnnnnnnnnnnnnnnnnn>@d7 @  dMbP?_*+%"??U}          &zgNZ?ZZ@  &-A?ZZ@  &=C'?ZZ@ &Ij{?ZZ@ &S ?ZZ@ &'f^-?ZZ@ &^^6r6?ZZ@ & j? Z Z@ & I? Z Z@ & _ v(? Z Z@ & CWD\? Z Z@ & :ݯ˵? Z Z@ & Uc;t?ZZ@ &st@X}?ZZ@ &"?ZZ@ &=`е?ZZ@ &Ӿ ?ZZ@ &[4W?ZZ@ &ʺQ?ZZ@ &ػ;ڒ?ZZ@ &ź?ZZ@  &p?ZZ@ !&y?ZZ@ "&:dԀ?ZZ@#? %8888888888888888888888888>@d7  @MHP LaserJet 4Si/4Si MX PSS odXXLetterPRIV''''YN"dXX??3(  r  0lc  @K 1]lc,e 0<1Figure 2. Hourly Total Call Volume Distribution<A0NYے(3d 3Q: TotalQ ;Q ;Q3_4E4D $% M 3O&Q4$% M 3O&Q4FA e3O(, 3 b MZ&43*#M&! M4% U -M3O#&Q  Hour'4% S%MZ3O5&Q Percent'4523 NM43" 3_ M NM  MM<444% SM3OQ  '44e' 12:00 AM+ 1:00 AM/ 2:00 AM3 3:00 AM3 4:00 AM3 5:00 AM- 6:00 AM% 7:00 AM  8:00 AM  9:00 AM  10:00 AM!  11:00 AM   12:00 PM  1:00 PM  2:00 PM!  3:00 PM   4:00 PM  5:00 PM  6:00 PM!  7:00 PM   8:00 PM  9:00 PM#  10:00 PM !  11:00 PMezgNZ?-A?=C'?Ij{?S ?'f^-?^^6r6? j?I? _ v(? CWD\? :ݯ˵? Uc;t? st@X}?"?=`е?Ӿ ?[4W?ʺQ?ػ;ڒ?ź?p?y?:dԀ?e> :d 10:00 PM -10:59 PM5 11:00 PM -11:59 PMewOZ?A?nHC'?2\-?ET ? ^-?i+tr6?GVj?@{? ˤ? ɊD\? "L˵? ? R}?|i]? е? ?wW?Wߍ?Йݒ?ad˺?THA?K? H胬Ԁ?e>  H胠/2 BOlePartOlePres000@SummaryInformation(DocumentSummaryInformation847(  O   ''  ' ' --  $cCCccC---'-- ?cc cccccrcrcccScSCcC--'-- -Cc CcCc-CccTimes New Romanww0-^c^c^c^c^c^c^cr^rcc^ccS^ScC^Cccccuu''88JJ\\nn--"System 0-'--- ---'--- Cc---'--- Cc--c uuppZ'Z'n8n8iJiJ_\_\ZnZnMMOO\\uu---'--- Cc---'--- Times New Romanww0-----'--- $    2   ----'--- ---'--- ----'---   2 60.0% 2 61.0% 2 62.0% 2 63.0% 2 64.0% 2 65.0% 2 y66.0% 2 i67.0% 2 Z68.0% 2 J69.0% 2 :.10.0% ---'--- ---'---  Times New Romanww0-2 IY 12:00 AM-Times New Romanww0-2 U} 2:00 AM-Times New Romanww0-2 ] 4:00 AM-Times New Romanww0-2 Q 6:00 AM-Times New Romanww0- 2 5 8:00 AM0-Times New Romanww0- 2 9  10:00 AM0-Times New Romanww0- 2 3. 12:00 PM-Times New Romanww0- 2 3R 2:00 PM0-Times New Romanww0- 2 3v 4:00 PM0-Times New Romanww0- 2 3 6:00 PM0-Times New Romanww0- 2 3 8:00 PM0-Times New Romanww0-2 ? 10:00 PM A----'--- -----'--- |A_  2 d Hour ----'--- -----'--- ,x Times New Romanww0- 2 Percent-----'--- ---'--- -- -4--#l---- - -Times New Romanww0- - !h- -  O2 0Figure 2. Hourly Total Call Volume Distribution       ' -- -'  '  'NANI՜.+,0 PXx  Bureau of the Censusets CountPercentGraph1  WorksheetsCharts METAFILEPICT77(  O   ''  ' ' --  $cCCccC---'-- ?cc cccccrcrcccScSCcC--'-- -Cc CcCc-CccTimes New Romanww0-^c^c^c^c^c^c^cr^rcc^ccS^ScC^Cccccuu''88JJ\\nn--"System 0-'--- ---'--- Cc---'--- Cc--c uuppZ'Z'n8n8iJiJ_\_\ZnZnMMOO\\uu---'--- Cc---'--- Times New Romanww0-----'--- $    2   ----'--- ---'--- ----'---   2 60.0% 2 61.0% 2 62.0% 2 63.0% 2 64.0% 2 65.0% 2 y66.0% 2 i67.0% 2 Z68.0% 2 J69.0% 2 :.10.0% ---'--- ---'---  Times New Romanww0-2 IY 12:00 AM-Times New Romanww0-2 U} 2:00 AM-Times New Romanww0-2 ] 4:00 AM-Times New Romanww0-2 Q 6:00 AM-Times New Romanww0- 2 5 8:00 AM0-Times New Romanww0- 2 9  10:00 AM0-Times New Romanww0- 2 3. 12:00 PM-Times New Romanww0- 2 3R 2:00 PM0-Times New Romanww0- 2 3v 4:00 PM0-Times New Romanww0- 2 3 6:00 PM0-Times New Romanww0- 2 3 8:00 PM0-Times New Romanww0-2 ? 10:00 PM A----'--- -----'--- |A_  2 d Hour ----'--- -----'--- ,x Times New Romanww0- 2 Percent-----'--- ---'--- -- -4--#l---- - -Times New Romanww0- - !h- -  O2 0Figure 2. Hourly Total Call Volume Distribution       ' -- -'  '  'WPC..!."   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Daily Distribution of IVR Resolution Rates      ' _-- -' _ '  'TABLE FWPWin 6.0/OLE 1.0 Prefix Information Marker Excel.Sheet.8ࡱ> Qd  !"#$%&'()*+,-./0123456789:;<=>?@ABCDEFGHIJKLMNOPSTUVWXYZ[\]^_`abcRoot Entry F@Ole CompObjfWorkbook:   @B CN`?  FMicrosoft Excel WorksheetBiff8Excel.Sheet.89q0t` POh+'0@HXh DSCMOfCensusMicrosoft Excel@@تsion 2.76 (Microsoft) @\pCensus Ba=<=E$<X@"1Arial1Arial1Arial1Arial1Arial1.Times New Roman1.Times New Roman"$"#,##0_);\("$"#,##0\)!"$"#,##0_);[Red]\("$"#,##0\)""$"#,##0.00_);\("$"#,##0.00\)'""$"#,##0.00_);[Red]\("$"#,##0.00\)7*2_("$"* #,##0_);_("$"* \(#,##0\);_("$"* "-"_);_(@_).))_(* #,##0_);_(* \(#,##0\);_(* "-"_);_(@_)?,:_("$"* #,##0.00_);_("$"* \(#,##0.00\);_("$"* "-"??_);_(@_)6+1_(* #,##0.00_);_(* \(#,##0.00\);_(* "-"??_);_(@_) 0.0%                + ) , *        ` CountE2Percent P^GraphtResRate`iZR3  @@  } DayDateTotalFridaySaturdaySundayMondayTuesday WednesdayThursdayPercent Resolve Rate FQ @  dMbP?_*+%MPEPSON Stylus COLOR 600Pz pdhh0EPSON Stylus COLOR 600LPT1:"d??U} $ z           8@h@V-? 8@@l? 9@@S?  9@ @~jt? @9@@m? `9@@F@  9@@7A`? 9@R@J +?  9@ӷ@F@   9@F@ "~?   :@A !rh?    :@xA "~?   @:@0@ &1?   `:@0@@E@ :@@-@1Zd? :@v@jt? :@@@x&1? :@A|?5^? ;@AtV?  ;@YAK@  @;@Av/? `;@0_@NbX9? ;@#@%C? ;@@@"~j? ;@3@Mb? ;@@Mb? <@@T㥛 ?   <@@Zd;? @<@\@x&1? `<@@Pn? <@F@NbX9?DR lB@@@@@4@@4@@@@4@@@@@4@@@@@@@@@@ !"#$%&'()*+,-./0123456789:;<=>?  <@X@ +?  !!<@@@I@! ""<@ @"Mb?" # #=@@#}?5^I?# $$ =@@@$MbX9?$ %%@=@@%n?% &&`=@@&~jt?& ''=@@9@' ((=@@(~jt?( ))=@T@:@) * *=@@*/$?* ++>@@+V-?+ ,, >@֧@,~jt?, --@>@؜@@@- ..`>@X@.7A`?. //>@@/M?/ 00>@@0$C?0 1 1>@0@17A`?1 22>@(@2Cl?2 33?@l@?@3 44 ?@X@4v?4 55@?@@5㥛 ?5 66`?@@@6A`"?6 77?@z@7/$?7 8 8?@,@8S?8 99?@Ĥ@9L7A`?9 ::?@T@:sh|??: ;;@@ȋ@A@; << @@ԧ@<-?< ==@@@@=%C?= >>`@@@>%C?> ? ?@@D@?'1Z??D8 l@4@@@@@4@4@@@4@@@@@4@@@@@@@4@@@@ABCDEFGHIJKLMNOPQRSTUVWXYZ[\]^_ @@@@@@@@ AA@@@@Av/?A BB@@@Bx?B CCA@@CˡE?C DD A@\@DS?D EE@A@<@EuV?E F F`A@|@FuV?F GGA@@Gjt?G HHA@h@HtV?H IIA@q@IK?I JJA@d@Jh|?5?J KKB@@A@K LL B@@LCl?L M M@B@А@MS?M NN`B@@Nm?N OOB@@OZd;?O PPB@r@Pm?P QQB@@@Q/$?Q RRB@@@R-?R SSC@@S`"?S T T C@@TK7A?T UU@C@`@US㥛?U VV`C@P@VK7A?V WWC@ p@WK?W XXC@ x@XE?X YYC@@Yx&1?Y ZZC@,@Z|?5^?Z [ [D@ܛ@[V-?[ \\ D@@\Fx?\ ]]@D@z@]V-?] ^^`D@@l@^~jt?^ __D@0@_sh|??_Dh l4@@@@@@@@@@4@@@@@@@@@@@@@@@@@@@`abcdefghijklmnopqrstuvwxy ``D@X@` r?` aaD@ȋ@aDl?a b bD@x@bx&1?b ccE@h@cy&1?c dd E@@s@dx&?d ee@E@m@ex&1?e ff`E@@fJ +?f ggE@8@g/$?g hhE@@hL7A`?h i iE@X@iNbX9?i jjE@Ђ@juV?j kkF@v@kB`"?k ll F@ h@loʡ?l mm@F@@mV-?m nn`F@|@n-?n ooF@x@orh|?o p pF@@pv?p qqF@@qV-?q rrF@0p@D@r ssG@_@s~jt?s tt G@@tx&1?t uu@G@@D@u vv`G@(@vDl?v w wG@P@B@w xxG@@xK7?x yy~ y& y8X@@@@@@@@@@@@@@@@@@4@@4@4@>c@7 @  dMbP?_*+%"??U} $ y         ~ 8@% pkpNG?ZZy ~ 8@%q=?ZZy ~ 9@%ۚIل5?ZZy ~  9@%ѭX?ZZy ~ @9@%_ (j?ZZy ~ `9@%'/1!zg?ZZy  ~ 9@%8% g?ZZy ~ 9@%c,d?ZZy ~ 9@% YnBb?Z Zy ~ 9@% %U? 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Daily Distribution of IVR Resolved Calls     ' R-- -' R '  'WPWin 6.0/OLE 1.0 Prefix Information Marker Excel.Sheet.8ࡱ> Re  !"#$%&'()*+,-./0123456789:;<=>?@ABCDEFGHIJKLMNOPQTUVWXYZ[\]^_`abcdRoot Entry F @Ole CompObjfWorkbook˛ erfect Office 2002\Pro FMicrosoft Excel WorksheetBiff8Excel.Sheet.89q02\Programs\; Files\Corel\WordPerfeOh+'0@HXh DSCMOfCensusMicrosoft Excel@@O\WordPerfect Office 2002 @\pCensus Ba=lg=<X@"1Arial1Arial1Arial1Arial1Arial1Arial1.Times New Roman1.Times New Roman"$"#,##0_);\("$"#,##0\)!"$"#,##0_);[Red]\("$"#,##0\)""$"#,##0.00_);\("$"#,##0.00\)'""$"#,##0.00_);[Red]\("$"#,##0.00\)7*2_("$"* #,##0_);_("$"* \(#,##0\);_("$"* "-"_);_(@_).))_(* #,##0_);_(* \(#,##0\);_(* "-"_);_(@_)?,:_("$"* #,##0.00_);_("$"* \(#,##0.00\);_("$"* "-"??_);_(@_)6+1_(* #,##0.00_);_(* \(#,##0.00\);_(* "-"??_);_(@_) 0.0%                + ) , *        ` Counts2Percent ~^GraphtxResRate`ijb( 3  @@  } DayDateTotalFridaySaturdaySundayMondayTuesday WednesdayThursdayPercent Resolve Rate/ tQ @  dMbP?_*+%MPEPSON Stylus COLOR 600Pz pdhh0EPSON Stylus COLOR 600LPT1:"d??U} $ z           8@h@V-? 8@@l? 9@@S?  9@ @~jt? @9@@m? `9@@F@  9@@7A`? 9@R@J +?  9@ӷ@F@   9@F@ "~?   :@A !rh?    :@xA "~?   @:@0@ &1?   `:@0@@E@ :@@-@1Zd? :@v@jt? :@@@x&1? :@A|?5^? ;@AtV?  ;@YAK@  @;@Av/? `;@0_@NbX9? ;@#@%C? ;@@@"~j? ;@3@Mb? ;@@Mb? <@@T㥛 ?   <@@Zd;? @<@\@x&1? `<@@Pn? <@F@NbX9?DR lB@@@@@4@@4@@@@4@@@@@4@@@@@@@@@@ !"#$%&'()*+,-./0123456789:;<=>?  <@X@ +?  !!<@@@I@! 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Z!Zy "~ "<@%":NL?!Z"Zy # ~ #=@%#FT?"Z#Zy $~ $ =@%$O?ӗ;?#Z$Zy %~ %@=@%%׿ka?$Z%Zy &~ &`=@%&ZDY?%Z&Zy '~ '=@%'Q5fRr?&Z'Zy (~ (=@%(w JI8n?'Z(Zy )~ )=@%)ħȹi?(Z)Zy * ~ *=@%*†c?)Z*Zy +~ +>@%+Sb?*Z+Zy ,~ , >@%,z/ER?+Z,Zy -~ -@>@%-F?,Z-Zy .~ .`>@%.LYG1d?-Z.Zy /~ />@%/aNࠆ\?.Z/Zy 0~ 0>@%0mj_?X?/Z0Zy 1 ~ 1>@%1acT?0Z1Zy 2~ 2>@%2/r7?1Z2Zy 3~ 3?@%348N??2Z3Zy 4~ 4 ?@%4Aa 1?3Z4Zy 5~ 5@?@%5eU?4Z5Zy 6~ 6`?@%6X;oR?5Z6Zy 7~ 7?@%7ܪQ?6Z7Zy 8 ~ 8?@%8O6;U?7Z8Zy 9~ 9?@%9>nO?8Z9Zy :~ :?@%:^v)??9Z:Zy ;~ ;@@%;x,YK5?:Z;Zy <~ < @@%<?XCR?;Z<Zy =~ =@@@%=d_"N?<Z=Zy >~ >`@@%>``I?=Z>Zy ? ~ ?@@%?Y2G?>Z?ZyD lEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE@ABCDEFGHIJKLMNOPQRSTUVWXYZ[\]^_ @~ @@@%@4p23.\B??Z@Zy A~ A@@%AX;o2?@ZAZy B~ B@@%B )+?AZBZy C~ CA@%CKm|G?BZCZy D~ D A@%DڒZ?X4D?CZDZy E~ E@A@%E\U^B?DZEZy F ~ F`A@%Fa5w@?EZFZy G~ GA@%GA)l:?FZGZy H~ HA@%H74 *?GZHZy I~ IA@%Ig?HZIZy J~ JA@%J )A?IZJZy K~ KB@%Kwբ>?JZKZy L~ L B@%Lq~??KZLZy M ~ M@B@%MD 9?LZMZy N~ N`B@%NSc5?MZNZy O~ OB@%OhǡV=(?NZOZy P~ PB@%PؓP?OZPZy Q~ QB@%Q$.;?PZQZy R~ RB@%R_67?QZRZy S~ SC@%SͿ5?RZSZy T ~ T C@%TO ;?SZTZy U~ U@C@%U ɢ:?TZUZy V~ V`C@%VOsB*?UZVZy W~ WC@%W"1:?VZWZy X~ XC@%Xr~}"?WZXZy Y~ YC@%Y9U??XZYZy Z~ ZC@%Zmc=?YZZZy [ ~ [D@%[הMZE?ZZ[Zy \~ \ D@%\F Y PO$?\Z]Zy ^~ ^`D@%^T?]Z^Zy _~ _D@%_ =eN3?^Z_ZyD lEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE`abcdefghijklmnopqrstuvwx `~ `D@%`LYG14?_Z`Zy a~ aD@%ax,YK5?`ZaZy b ~ bD@%bw[2?aZbZy c~ cE@%c74 *?bZcZy d~ d E@%dh* ?cZdZy e~ e@E@%e"1?dZeZy f~ f`E@%fJW-5?eZfZy g~ gE@%g,1?fZgZy h~ hE@%hrM6pQ1?gZhZy i ~ iE@%ifm,?hZiZy j~ jE@%j׊,?iZjZy k~ kF@%k^-p!?jZkZy l~ l F@%lr~}?kZlZy m~ m@F@%m8?-?lZmZy n~ n`F@%n'<.&?mZnZy o~ oF@%o !?)?nZoZy p ~ pF@%piab(?oZpZy q~ qF@%q{V(?pZqZy r~ rF@%r{]?qZrZy s~ sG@%s^{?rZsZy t~ t G@%ty#,?sZtZy u~ u@G@%ug+?tZuZy v~ v`G@%v]Cc+?uZvZy w ~ wG@%w+Js)?vZwZy x~ xG@%x0?wZxZy6EEEEEEEEEEEEEEEEEEEEEEEE>@7  @MPEPSON Stylus COLOR 600Pz pdhh0EPSON Stylus COLOR 600LPT1:"d??3( 3f3f3 r  00t  @ # ]0t )v 2<3Figure 7. Daily Distribution of IVR Resolved Calls<2 Nr3d x{3Q: PercentQ ;{Q ;xQ3_  NM  MM<4E4D $% 1M 3O&Q4$% 1M 3O&Q4FA|v 3O1= 3 bȑ=ȑN MZ43*!M! M4% DM3OQ  Date'4% [1MZ3O.Q Percent'4523   43" $% 1@M 3OQ'4$% 5M 3OQ'43_ M NM  MM<444% U!M3OQ  '44{e8@8@9@ 9@@9@`9@9@9@9@ 9@ :@ :@ @:@ `:@:@:@:@:@;@ ;@@;@`;@;@;@;@;@<@ <@@<@`<@<@<@ <@!<@"=@# =@$@=@%`=@&=@'=@(=@)=@*>@+ >@,@>@-`>@.>@/>@0>@1>@2?@3 ?@4@?@5`?@6?@7?@8?@9?@:@@; @@<@@@=`@@>@@?@@@@@A@@BA@C A@D@A@E`A@FA@GA@HA@IA@JB@K B@L@B@M`B@NB@OB@PB@QB@RC@S C@T@C@U`C@VC@WC@XC@YC@ZD@[ D@\@D@]`D@^D@_D@`D@aD@bE@c E@d@E@e`E@fE@gE@hE@iE@jF@k F@l@F@m`F@nF@oF@pF@qF@rG@s G@t@G@u`G@vG@wG@e pkpNG?q=?ۚIل5?ѭX?_ (j?'/1!zg?8% g?c,d?YnBb? %U? M}? K4 ά? a ? Lݙ?vMxfIL??*_N?R 4?;\?y*q?q'?:%?pJ$?prs$?RL.K&?S|??]<+(??N륅7?G1_ |?j,? 'Č?!:NL?"FT?#O?ӗ;?$׿ka?%ZDY?&Q5fRr?'w JI8n?(ħȹi?)†c?*Sb?+z/ER?,F?-LYG1d?.aNࠆ\?/mj_?X?0acT?1/r7?248N??3Aa 1?4eU?5X;oR?6ܪQ?7O6;U?8>nO?9^v)??:x,YK5?;?XCR?<d_"N?=``I?>Y2G??4p23.\B?@X;o2?A )+?BKm|G?CڒZ?X4D?D\U^B?Ea5w@?FA)l:?G74 *?Hg?I )A?Jwբ>?Kq~??LD 9?MSc5?NhǡV=(?OؓP?P$.;?Q_67?RͿ5?SO ;?T ɢ:?UOsB*?V"1:?Wr~}"?X9U??Ymc=?ZהMZE?[F Y PO$?]T?^ =eN3?_LYG14?`x,YK5?aw[2?b74 *?ch* ?d"1?eJW-5?f,1?grM6pQ1?hfm,?i׊,?j^-p!?kr~}?l8?-?m'<.&?n !?)?oiab(?p{V(?q{]?r^{?sy#,?tg+?u]Cc+?v+Js)?w0?xyze> z  @MHP LaserJet 4Si/4Si MX PSS odXXLetterPRIV''''YN"dXX??3` 4$ p(  dB @ s *D@++ ]`vldB @ s *D@/3 ]`, vll  s *t  @ ]t,v <Phase 3<'rr  0ܓt  @  ]ܓt$-v <Phase 2<'rr  0,t  @  ],t-v <Phase 1<'0 0 3d xx3Q PercentQ ;xQ ;xQ3_4E4D$% M 3O&Q4$% M 3O&Q4FAF 3O 3 bȑ=ȑN MZ43*#M! M4% M3OQ  Date'4% '|MZ3O+Q Percent'4523   43" 3_ M NM  MM<444% %MWM3O&Q 8Daily IVR Resolution Rates'44xe8@8@9@ 9@@9@`9@9@9@9@ 9@ :@ :@ @:@ `:@:@:@:@:@;@ ;@@;@`;@;@;@;@;@<@ <@@<@`<@<@<@ <@!<@"=@# =@$@=@%`=@&=@'=@(=@)=@*>@+ >@,@>@-`>@.>@/>@0>@1>@2?@3 ?@4@?@5`?@6?@7?@8?@9?@:@@; @@<@@@=`@@>@@?@@@@@A@@BA@C A@D@A@E`A@FA@GA@HA@IA@JB@K B@L@B@M`B@NB@OB@PB@QB@RC@S C@T@C@U`C@VC@WC@XC@YC@ZD@[ D@\@D@]`D@^D@_D@`D@aD@bE@c E@d@E@e`E@fE@gE@hE@iE@jF@k F@l@F@m`F@nF@oF@pF@qF@rG@s G@t@G@u`G@vG@wG@eV-?l?S?~jt?m?)\(?7A`?J +?? "~? !rh? "~? &1? 333333?1Zd?jt?x&1?|?5^?tV?HzG?v/?NbX9?%C?"~j?Mb?Mb?T㥛 ?Zd;?x&1?Pn?NbX9?+? )\(?!Mb?"}?5^I?#MbX9?$n?%~jt?&RQ?'~jt?((\?)/$?*V-?+~jt?,{Gz?-7A`?.M?/$C?07A`?1Cl?2ףp= ?3v?4㥛 ?5A`"?6/$?7S?8L7A`?9sh|??:(\?;-?<%C?=%C?>'1Z??{Gz?@v/?Ax?BˡE?CS?DuV?EuV?Fjt?GtV?HK?Ih|?5?JQ?KCl?LS?Mm?NZd;?Om?P/$?Q-?R`"?SK7A?TS㥛?UK7A?VK?WE?Xx&1?Y|?5^?ZV-?[Fx?\V-?]~jt?^sh|??_ r?`Dl?ax&1?by&1?cx&?dx&1?eJ +?f/$?gL7A`?hNbX9?iuV?jB`"?koʡ?lV-?m-?nrh|?ov?pV-?q= ףp=?r~jt?sx&1?t= ףp=?uDl?v ףp= ?wK7?e> wƠ gL7A`?hNbX9?iuV?jB`"?koʡ?lV-?m-?nrh|?ov?pV-?q= ףp=?r~jt?sx&1?t= ףp=?uDl?v ףp= ?wK7?e> wƠ v/?Ax?BˡE?CS?DuV?EuV?Fjt?GtV?HK?Ih|?5?JQ?KCl?LS?Mm?NZd;?Om?P/$?Q-?R`"?SK7A?TS㥛?UK7A?VK?WE?Xx&1?Y|?5^?ZV-?[Fx?\V-?]~jt?^sh|??_ r?`Dl?ax&1?by&1?cx&?dx&1?eJ +?f/$?gL7A`?hNbX9?iuV?jB`"?koʡ?lV-?m-?nrh|?ov?pV-?q= ףp=?r~jt?sx&1?t= ףp=?uDl?v ףp= ?wK7?e> wƠ BOlePartOlePres000SV"SummaryInformation(DocumentSummaryInformation8,3""   R   R''  ' R' R--  $R>>RR>---'-- :RR RRRR{R{gRgRRR>R>--'-- R->R >R>R->RRTimes New Romanww0-NRNRNRNRNRNR{N{RgNgRRNRR>N>RRRRii  ""99PPgg~~--"System 0-'--- M---'--- >R---'--- >R--K OORRUUYY\\__bbffiillppssvvzz}}WW  ""%%((,,//226699<<@@CCFFIIMMPPSSWWZZ]]aaddggjjnnqqttxx{{~~---'--- >R---'--- R----'--- #    2  ----'--- R---'--- R---'--- R  2 .0.0% 2 .2.0% 2 .4.0% 2 .6.0% 2 .8.0% 2 (10.0% 2 t(12.0% 2 `(14.0% 2 K(16.0% 2 7(18.0% ---'--- R---'--- R Times New Romanww0- 2 J5-Mar-Times New Romanww0- 2 &a12-Mar-Times New Romanww0- 2 &x19-Mar-Times New Romanww0- 2 &26-Mar-Times New Romanww0- 2 2-Aprr-Times New Romanww0- 2 9-Aprr-Times New Romanww0- 2 %16-Apr-Times New Romanww0- 2 %23-Apr-Times New Romanww0- 2 %30-Apr-Times New Romanww0- 2 #7-Mayr-Times New Romanww0- 2 )114-May-Times New Romanww0- 2 )H21-May-Times New Romanww0- 2 )_28-May-Times New Romanww0- 2 v4-Juny-Times New Romanww0- 2 #11-Jun-Times New Romanww0- 2 #18-Jun-Times New Romanww0- 2 #25-Jun----'--- R-----'--- B"+  2 /Date ----'--- R-----'--- & Times New Romanww0- 2 Percent-----'--- R---'--- R-- -4--]---- - -Y Times New Romanww0-- R2 2Figure 7. Daily Distribution of IVR Resolved Calls     ' R-- -' R '  'NANI$@՜.+,0 PXd lt| BOC CountPercentGraphResRate  WorksheetsCharts METAFILEPICT3"3"   R   R''  ' R' R--  $R>>RR>---'-- :RR RRRR{R{gRgRRR>R>--'-- R->R >R>R->RRTimes New Romanww0-NRNRNRNRNRNR{N{RgNgRRNRR>N>RRRRii  ""99PPgg~~--"System 0-'--- M---'--- >R---'--- >R--K OORRUUYY\\__bbffiillppssvvzz}}WW  ""%%((,,//226699<<@@CCFFIIMMPPSSWWZZ]]aaddggjjnnqqttxx{{~~---'--- >R---'--- R----'--- #    2  ----'--- R---'--- R---'--- R  2 .0.0% 2 .2.0% 2 .4.0% 2 .6.0% 2 .8.0% 2 (10.0% 2 t(12.0% 2 `(14.0% 2 K(16.0% 2 7(18.0% ---'--- R---'--- R Times New Romanww0- 2 J5-Mar-Times New Romanww0- 2 &a12-Mar-Times New Romanww0- 2 &x19-Mar-Times New Romanww0- 2 &26-Mar-Times New Romanww0- 2 2-Aprr-Times New Romanww0- 2 9-Aprr-Times New Romanww0- 2 %16-Apr-Times New Romanww0- 2 %23-Apr-Times New Romanww0- 2 %30-Apr-Times New Romanww0- 2 #7-Mayr-Times New Romanww0- 2 )114-May-Times New Romanww0- 2 )H21-May-Times New Romanww0- 2 )_28-May-Times New Romanww0- 2 v4-Juny-Times New Romanww0- 2 #11-Jun-Times New Romanww0- 2 #18-Jun-Times New Romanww0- 2 #25-Jun----'--- R-----'--- B"+  2 /Date ----'--- R-----'--- & Times New Romanww0- 2 Percent-----'--- R---'--- R-- -4--]---- - -Y Times New Romanww0-- R2 2Figure 7. Daily Distribution of IVR Resolved Calls     ' R-- -' R '  '*OLE*WPC..!.b 0 T   f''  ' f' f--  $_GG__G---'-- C__ ___c_cG_G--'-- f-G_ G_G_-G__Times New Romanww0-Z_Z_Z_Z_Z_cZc_GZG____qq  22CCUUffxx--"System 0-'--- a ---'--- G_---'--- G_--_ qqs s 22CC{U{Uvfvffxfxffvv---'--- G_---'--- f----'--- (     2  ----'--- f---'--- f---'--- f  2 40.0% 2 42.0% 2 44.0% 2 46.0% 2 x48.0% 2 [-10.0% 2 ?-12.0% ---'--- f---'--- f Times New Romanww0- 2 8U12:00 AM-Times New Romanww0- 2 1x2:00 AMM-Times New Romanww0- 2 14:00 AMM-Times New Romanww0- 2 16:00 AMM-Times New Romanww0- 2 18:00 AMM-Times New Romanww0- 2 810:00 AM-Times New Romanww0- 2 6(12:00 PM-Times New Romanww0- 2 /K2:00 PMM-Times New Romanww0- 2 /n4:00 PMM-Times New Romanww0- 2 /6:00 PMM-Times New Romanww0- 2 /8:00 PMM-Times New Romanww0- 2 610:00 PM----'--- f-----'--- V::  2 @Time  ----'--- f-----'--- + Times New Romanww0- 2 PercentM-----'--- f---'--- f-- -4--%---- - -# Times New Romanww0-- T2 3Figure 8. 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Hourly Distribution of IVR Resolved Callss     ' f-- -' f '  '   ш   Recommendations  9   9 CONTENTSWhat are the different calling patterns the TQA program experienced?CONTENTSWhat types of call behaviors were demonstrated by TQA callers? CONTENTSCall Behavior in the Interactive Voice Response SystemCONTENTSCall Behavior in the Operator Support SystemCONTENTSWhat are the different calling patterns the TQA program experienced?What types of call behaviors were demonstrated by TQA callers? 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Hourly Distribution of Call Abandonments      ----'--- ^---'--- ^----'--- ^ 2 40.00%0 2 42.00%0 2 44.00%0 2 46.00%0 2 48.00%0 2 ,10.00% 2 k,12.00% 2 T,14.00% 2 <,16.00% ---'--- ^---'--- ^ Times New Romanww0- 2 M_12:00 AM- Times New Romanww0- 2 E2:00 AMM- Times New Romanww0- 2 E4:00 AMM- Times New Romanww0- 2 E6:00 AMM- Times New Romanww0- 2 E8:00 AMM- Times New Romanww0- 2 M,10:00 AM- Times New Romanww0- 2 KU12:00 PM- Times New Romanww0- 2 C~2:00 PMM- Times New Romanww0- 2 C4:00 PMM- Times New Romanww0- 2 C6:00 PMM- Times New Romanww0- 2 C8:00 PMM- Times New Romanww0- 2 K"10:00 PM- ---'--- ^-----'--- lgOD  2 TFHour ----'--- ^-----'--- * Times New Romanww0- 2 PercentM- ----'--- ^- -  #v---'---  "w---'---  "w-  -  $!2 zEnglish & Spanish   ---'-- - "w---'-- - "w-# >0- 3-:2 zB"Spanish (rotary) & Asian Languages    ---'--- "w---'--- ^---'--- ^- -' ^ '  '2DD0Address  5+ ` hp x 55+ ` hp x 5  8MM6Blockquote , , 5+ ` hp x 5   5+ ` hp x 5,*CITE,dl*CODEK<6X9`(Courier NewKS\  `&Times New RomanS   42Emphasis64Hyperlink    <:FollowedHype    4go2Keyboard K<6X9`(Courier NewKS\  `&Times New RomanS <:Preformatted  /%  ,Kk %#/K<6X9`(Courier NewKS\  `&Times New RomanS/%  ,Kk %#/  HTABLE C<:zBottom of 7q(X7    5+ ` hp x 5?%2A`Arial?  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L  *>> (_17  2( 4 <DL223  Ԁ2( 4 <DL2  *DD (_16   ," <DL,23  Ԁ," <DL,   *55 (_15  ) <DL)23  Ԁ) <DL)  *22 (_14 ` &<<DL&23  Ԁ&<<DL& ` *// (_13  #DL#23  Ԁ#DL#  *,, (_12   DL 23  Ԁ DL  *)) (_11 h DDL23  ԀDDL h *&& (_10  L23  ԀL  (## &_9   L23  Ԁ L  (>> &_8  2( 4 <DL223  2( 4 <DL2  (DD &_7   ," <DL,23  ," <DL,   (55 &_6  ) <DL)23  ) <DL)  (22 &_5 ` &<<DL&23  &<<DL& ` (// &_4  #DL#23  #DL#  (,, &_3   DL 23   DL  ()) &_2 h DDL23  DDL h (&& &_1  L23  L  &## $_   L23   L  CONTENTS+)2dxd0KS.SampleK<6X9`(Courier NewKS\  `&Times New RomanS0.Strong 8dl6TypewriterK<6X9`(Courier NewKS\  `&Times New RomanS42Variable: 8HTML MarkupB      2 0CommentB  <6X9`(Courier New%2A`ArialCONTENTSAppendix HAppendix H2TABLE BTABLE COST]Cyan MatE d d d d d  9 !  _XiXXX}XXi#XiX}Z##XiXXXi;#XiXXXi#XiXXXi#+ X 9XXi  Census200042 "O  5  Evaluation6hO|  7 ԀA.1.a ` PA) xdExA  ЀMarch20,2003      #XiX 91#( JH& XXiTelephone W  Questionnaire ;  Assistance#XiX& ( JHT# 9XXi(#(#K(# o    #XiX 9# 9XXiFINALREPORT   #XiX 9W#  dO;9( 4 <DL9XiXXXiThisevaluationreportstheresultsofresearchandanalysisundertakenbytheU.S.Census O Bureau.Itispartofabroadprogram,theCensus2000Testing,Experimentation,andEvaluation ; (_TXE_)Program,designedtoassessCensus2000andtoinform2010Censusplanning.Findings 'w fromtheCensus2000_TXE_ԀProgramreportsareintegratedintotopicreportsthatprovidecontext c andbackgroundforbroaderinterpretationofresults.#XiXXXi#XiXXXi:BXXi  #XiX:B##XiXXXi#XiXXXi O dO! ;  #XiXXXi%# 9XXi  JohnChesnut u# A) xdME$xA $ 0   ` #XiX 9# 9XXi   DecennialStatistical $  ЀStudies#XiX 9 # 9XXiԀDivision%H!(#(# #XiX 9 #XXXXi|XX̀ D(# #XX|C ##XiXXX$ #  d) %V)$\LHz \ p(*@X@E+  + ? +& Ї  ______________________________________________________________________ (#' XiXXXiIntentionallyBlank#XiXXXi& # 9XXi  )$( #XiX 9{ #   :BXXi! S!X!%  8iXXdd8CONTENTS #XiX:B#%@   $ S"S!$4 O  5  EXECUTIVESUMMARY6O"  7 H P."."H".H H v   (դ83{" 3"  ee 32դ  1  .3  0    4 O  5  BACKGROUND60OD  7 \ r."."H".\ \ 1 3݌(#(# Ќ    1.10 S 4 SO  5  WhatwastheTQAProgram?6qO  7 XiXXXi."."H".(1t S(#S(# #XiXXXiE#  1.20 S 4 SO  5  WhatwastheBasicInfrastructureandDesignoftheTQASystem?6O  7 A!XiXXXi."."H".AAN2#XiXXXi#4 "O  5  67OK  7 "yXiXXXiԈ` S(#S(# #XiXXXi#XiXXXi#XiXXXi>#2.0  4 O  5  METHODOLOGY6O  7 ."."H". 48 (#(#   2.10 S A XXi4 SO  5   WhatweretheDataSourcesusedforthisEvaluation?6O  7 #XiX A#XiXXXi."."H".C4$ t S(#S(# #XiXXXi#  2.20 S ApplyingQualityAssuranceProcedures.."."H".  55$t S(#S(#   ! !3.  4 O  5  LIMITATIONS6O/  7 ]XiXXXi."."H". 5 L    3.1LimitationsoftheDataSources#XiXXXi#XiXXXi."."H".$$05 8    3.2AnalysisoftheOperatorSupportSystem#XiXXXi#XiXXXi."."H".  87#XiXXXi1#XiXXXiԈ $    3.3CostAnalysis#XiXXXi#XiXXXi."."H". 7#XiXXXi#XiXXXiԈ    3.40 S Comparisontothe1990Census...........................................7S(#S(# #XiXXXic#4.  4 O  5  RESULTS6zO  7 < ."."H".< < 7     bwxyz(<x8  4.1 S  XiXXXi 40 SO  5  WhataretheDifferentCallPatternsthattheTQAProgramExperienced#XiXXXi #XXXXi?65 OI   7 5w #XiXXX #."."H".55U7XiXXXiԈ p #XiXXXi!#ee 0  4.20S(#(#XXXXi41 SO  5  WhatTypesofCallBehaviorswereExhibitedbyTQACallers?6w"O"  7 A"#XiXXXX"#XiXXXi!!G".AAJ22\S(#S(# #XiXXXi##XiXXXiԀ#XiXXXi$#4.3XXXXi4 lO  5  HowmuchdidtheTQAProgramCost?6|$O$FP  7$#XiXXX]$#XiXXXi!!G".832#XiXXXi|%#XiXXXiԈ H #XiXXXi%#XiXXXi   S 5.4# O  5  RECOMMENDATIONS6o&O&  7Ԁ &!!G". 34  p #XiXXXi3&#XiXXXi (E8x  bwxyz! !4  O  5  References6Q(Oe(s  7si$(!!G".$$38 H   4 O  5  AppendixA6V)Oj)  7 ):#XiXXXi'#XiXXXi!!G".39#XiXXXi?*#XiXXXiԈ   #XiXXXi*#XiXXXi4 O  5  AppendixB6+O)+  7 |W+#XiXXXi*#XiXXXi:!!G".46#XiXXXi+#XiXXXiԈ   4 O  5  AppendixC6,O,  7 ~,:#XiXXXi],#XiXXXi!!G".68#XiXXXi{-#XiXXXiԈ@*  4 O  5  AppendixD6".O6.  7 d.:#XiXXXi-#XiXXXi!!G".72#XiXXXi /#XiXXXiԈ   4 O  5  AppendixE6/O/   7"r/:#XiXXXij/#XiXXXi!!G".76#XiXXXi0#XiXXXiԈ ! 4 O  5  AppendixF61O01  7f^1:#XiXXXi0#XiXXXi!!G".80#XiXXXi2#XiXXXiԈ l"  4O  5  AppendixG62O2  72:#XiXXXid2#XiXXXi!!G".84 X#! AppendixH:!!G".86#XiXXXi3#XiXXXiԈ D$" 4 O  5  6T4Oh4   74#XiXXXi4#XiXXXi  0% # _  :BXXi _/V/VLISTOFTABLES #XiX:B}5#  q5   S #XiXXXi5#Table1.ComparisonofDataasReportedbyEachoftheDataSourcesXiXXXi."."H".N6  #XiXXXi6#XiXXXiTable2.#XiXXXi7#ԀOverallCallVolumebyLanguageXiXXXi."."H".^^38  #XiXXXi}7#Table3.CallVolumebyDayoftheWeek!!G".210 `  XiXXXi#XiXXXiM8#Table4.CallBlockageattheAT&TNetworkbyLanguageXiXXXi!!G".ddA12 8  #XiXXXi8#Table5.DayoftheWeekPercentDistributionofCallsXiXXXi!!G".A13 `  #XiXXXit9#Table6.BlockedCallsattheAT&TNetwork,TQANetwork,andtheCallCentersXiXXXi!!G".X15 8  #XiXXXi8:#Table7.CallsHandledbyLanguage!!G".,15   XiXXXi#XiXXXi;#Table8.DayoftheWeekDistributionofCallsHandled!!G".``A17  ЀXiXXXi  #XiXXXi;#Table9.DistributionofIVRResolvedCallsbyLanguageXiXXXi!!G".B18 p #XiXXXi@<#Table10.DayoftheWeekDistributionofIVRResolvedCalls!!G".G19 H XiXXXi#XiXXXi&=#Table11.IVRResolvedCallsbyCensusPhaseXiXXXi!!G".721  p #XiXXXi=#Table12.AutomaticNumberIdentificationResultsXiXXXi!!G".<22 H #XiXXXi>>#Table13.DistributionofIVRMenuSelectionsXiXXXi!!G".823   #XiXXXi>#Table14.IVRCallTimesXiXXXi!!G". #24  #XiXXXiq?#Table15.TotalDistributionofCallAbandonmentsXiXXXi!!G".<26   #XiXXXi@#XiXXXi#XiXXXi@#Table16.DayoftheWeekDistributionofCallAbandonmentsXiXXXi!!G".F27 X"  #XiXXXi A#XiXXXi#XiXXXiA#Table17.OSSTopLevelHyperlinkSelectionXiXXXi!!G".^^629 0$" #XiXXXiA#XiXXXi#XiXXXifB#Table18.TelephoneQuestionnaireAssistanceShortFormInterviewsXiXXXi!!G".M31 &X!$ #XiXXXiB#XiXXXi#XiXXXiaC#Table19.OSS/AgentCallTimesXiXXXi!!G".::)32 '0#& #XiXXXiC#XiXXXi#XiXXXi8D#Table20.TQA/CEFUCostSummaryXiXXXi!!G".*33 )%( #XiXXXiD#XiXXXi#XiXXXiE#Table23.CallVolumeforeachCallTypeXiXXXi!!G".334 +&* #XiXXXi|E#XiXXXi |,'+ _/V _X _  #XiXXXiE# (88! ! XiXXXi:BXXi  LISTOFFIGURES#XiX:BQG##XiXXXi2G#  pG Figure1.DailyTotalCallVolumeXiXXXi."."H".,9  #XiXXXiH# Figure2.HourlyTotalCallVolumeDistributionXiXXXi!!G".:11  #XiXXXiH# Figure3.DailyPercentDistributionofAT&TNetworkBlockedCallsXiXXXi!!G".M13 `  #XiXXXiI# Figure4.HourlyPercentDistributionofBlockedCallsXiXXXi!!G".A14 8  #XiXXXi9J# Figure5.DailyDistributionofCallsHandledXiXXXi!!G".816 `  #XiXXXiJ# Figure6.HourlyDistributionofCallsHandledXiXXXi!!G".917 8  #XiXXXiK# Figure7.DailyDistributionofIVRResolvedCallsXiXXXi!!G".=19   #XiXXXi=L# Figure8.HourlyDistributionofIVRResolvedCallsXiXXXi!!G".RR>20  #XiXXXiL# Figure9.DailyDistributionofIVRResolutionRatesXiXXXi!!G".tt?21 p #XiXXXiM# Figure10.DailyDistributionofCallAbandonmentsXiXXXi!!G".::=26 H #XiXXXiMN# Figure11.HourlyDistributionofCallAbandonmentsXiXXXi!!G".>28  p #XiXXXiN#  T.)- /V XX    9XXi  #XiX 9O#______________________________________________________________________ .)~$ XiXXXiIntentionally_Blank#XiXXXiP#  *j%   Q:X` hp x (#%'S"QXXXXi|XX    %  4 O  5  d}_RӲ@BW&_R=E?_ e$_R Oa#%_RE?GHHW!IW"[ 3J[KW  N'^Oa&BER(_)EXECUTIVE_SUMMARY6QQ7  7,-R%Q #XX|Q#  Q  ThepurposeofthisevaluationistoprofiletheCensus2000TelephoneQuestionnaireAssistance  programthroughempiricalanalysisofthedatacollectedfromtheIntelligentCallRouting  system,InteractiveVoiceResponsesystems,theagentdesktoptoolcalledtheOperatorSupport  System,andthetelecommunicationsproviderAmericanTelephoneandTelegraph(AT&T). t  Whereappropriate,thisevaluationassessestheperformanceoftheTelephoneQuestionnaire `  Assistancesystem.#XiXXXQ#XXXXi L  TheTelephoneQuestionnaireAssistanceprogramwasimplementedtoassistthepublicin $ t  completingtheircensusforms.Sixlanguagespecificnationaltollfreenumberswereprintedon `  CensusquestionnairesandLanguageAssistanceGuides.TheEnglishandSpanishtollfree L  numbersconnectedtoanInteractiveVoiceResponsesystemwhereacallerobtainedinformation 8  byselectingfromaseriesofmenuoptions,andifneeded,wastransferredtoanagent.TheAsian $  languagetollfreenumbersconnecteddirectlytobilingualagents.TheAsianlanguages   supportedwereChinese,Korean,Vietnamese,andTagalog.TheOperatorSupportSystem   facilitatedagentsinservicingcallsbyprovidingverbatimscripting.#XiXXXIW#XXXXi  #XiXXXZ#Insummaryofourresults,weobtainedanoverallpictureoftheCensus2000Telephone p QuestionnaireAssistanceprogramfromavarietyofperspectives.Namely,wefocusedonthe \ callvolumesexperiencedbytheTelephoneQuestionnaireAssistancesystemandhowwellthe H systemhandledthesecallvolumes.Inadditionwelookedatsomeofthecallbehaviorsexhibited 4 byTelephoneQuestionnaireAssistancecallers.Finally,weconcludedwithanalysisofthecosts  p oftheTelephoneQuestionnaireAssistanceprogram.Theseresultsallowedustoassessthe  \ generalfunctionalityoftheTelephoneQuestionnaireAssistancesystemaswellasrecognize H someofthecallbehaviorsexhibitedbyTelephoneQuestionnaireAssistancerespondents. 4 Furthermore,fromourassessments,wecanmakerecommendationsthatwillaidinthe   developmentoffu_ture_ԀTelephoneQuestionnaireAssistanceprograms.XXXXi   #XiXXX_#XXXXi#XiXXX_#XiXXXi  bwxyz(Kx8A XXi WhatweretheOverallResultsoftheTelephoneQuestionnaireAssistanceProgram?#A  A0`##XiX A`#XiXXXi:BXXi  #XiX:Ba# Basedonthe1990Censuscallvolumeof7.9million,withanallowanceforgrowth,the ! Census2000TelephoneQuestionnaireAssistanceprogramprojectedacallvolumeof11million "  calls.Weonlyreceivedapproximately6millioncalls.#XiXXXia#XiXXXiԀThedecisiontouse11millionreflected ~#! executivestaffdirectionthattheprimaryobjectivewastoensurethatwedidnotundersizethe j$" systemtoavoidrepeatingour1990experience,whenwehandledlessthan50percentofthetotal V% # calls.Ofthe5.8millioncallsB  d(TableC1,sumoftotalEnglishcallsandtotalSpanishcalls)C  d#XiXXXi:c#XiXXXiԀservicedbythe#XiXXXi&e#XXXXiInteractiveVoiceResponsesystem#XiXXXye#XiXXXi(Englishand B&!$ Spanish),47.3percentdB  ԍ(AppendixD,TableD1total/5.8millionEnglishandSpanishcalls)#XiXXXie#dXiXXXiC  wereresolvedinthe#XiXXXif#XXXXiInteractiveVoiceResponsesystem#XiXXXg#XiXXXi.Thatis,the .'~"% callerneitheroptednorwasautomaticallytransferredtoanagent.ThisexceededtheCensus (j#& Bureauandcontractorsprojected#XiXXXiwg#XXXXiInteractiveVoiceResponsesystem#XiXXXth#XiXXXiԀresolutionrateof )V$' 40percentdB  ԍ(EDS,2000)C  d.Ofthe6millioncallsreceivedbytheTelephoneQuestionnaireAssistanceprogram, )B%( approximately51percentofthesecallswereservicedbyanagentB  d(Table23)dC  .Finally,3.6percentdB  ԍ(Table23)C  dofthe *.&) callswereblockedattheAmericanTelephoneandTelegraph(AT&T)networklevelorthe +'* #XiXXXih#XXXXiTelephoneQuestionnaireAssistance#XiXXXk#XiXXXiԀnetworklevel.Notethat57percentofallblockedcalls ,(+ occurredononedayduetoanissuewiththeIntelligentCallRoutingSystem,andwhenwe -(, excludethisday,only1.7percentofthecallswereblocked.  .)-  X        `     h      p      x A XXiWhataretheDifferentCallPatternstheTelephoneQuestionnaireAssistance  ProgramExperienced#A  Ak# A?#A ln#A  A  XiX A Forthedailytotalcallvolume,weobservedthreepeaks.Thefirstpeakoccurredaftertheinitial  mailoutofcensusquestionnaires,thesecondpeakoccurredafterthemailoutofthereminder   postcard,andathirdsmallerpeakoccurredtheweekofCensusDay.Eachofthepeaksoccurred n  onMondays.Excludingthepeakdays,weobservedatrendinwhichMondaywasthehighest Z  callvolumedaywithagradualdeclineincallvolumethroughouttheweekendingwithalowon F  Sunday. #XiXXXin#XXXXiXX 2   WhatTypesofCallBehaviorswereExhibitedbyTelephoneQuestionnaire  p  AssistanceCallers?#A sq#A  A#XiX Aq# n   TheInteractiveVoiceResponse systemallowedcallerstoobtainorenterinformationby X  selectingfromaseriesofmenuoptions.Morespecifically,callerscouldobtaininformation H aboutcompletingacensusform,requestaformbemailedtothemailingaddresstheyentered 4 intothesystem,orobtaininformationaboutthecensusingeneral.Throughouranalysiswe   foundthatcallersprimarilyusedtheInteractiveVoiceResponse system#XiXXXiXr#XiXXXitoobtaininformationon   completingacensusform.Second,theyusedtheInteractiveVoiceResponse system#XiXXXit#XiXXXitorequesta  censusformbymail.Followingthesetwoservices,callersusedtheInteractiveVoiceResponse    system#XiXXXiu#XiXXXiԀtoobtaingeneralinformationandotherinformationpertainingtothecensus.    Ofthemainservicesprovidedbyanagent,themostfrequentlyrequestedservicewastherequest ` foracensusform.FortyfourpercentB  d(Table17)dC  Ԁofcallersservicedbyanagentrequestedthisservice. L Followingtherequestsforacensusform,37.2percentdB  ԍ(Table17)dC  wereinneedofananswertoafrequently 8 askedquestionaboutthecensus;8.0percentdB  ԍ(Table17)C  dneededananswertoaspecificitemonthecensus $t questionnaire.Finally,6.3dB  ԍ(Table17)C  dpercentneededtoregisteracomplaintaboutthecensus.Lessthan ` 5.0percentdB  ԍ(Table17)C  drequestedanycombinationofthepreviousservices.  L A XXiHowmuchdidtheTelephoneQuestionnaireAssistanceProgramCost?#XiX Az##XiXXXiv#XiXXXi  $  TheTelephoneQuestionnaireAssistancecontract,whichincludesthecostoftheTelephone "  QuestionnaireAssistanceandtheCoverageEditFollowUpprograms,wasallocated #! $102million.Approximately$89millionwasactuallyspentonthetwoprograms(AT&Tcost $" excluded).Thepositivevarianceof$13millionwastheresultoflowercontractorcostsin % # runningtheprogramsincethenumberofinboundcallsof6millionwas45percentlowerthan n&!$ the11millioncallsplannedB  d t#! (U.S.GeneralAccountingOffice,2001)dC  .Notethatwestillhadtopayforthededicatedagentscoveringthe Z'"% hoursweadvertisedataplannedcallvolumeof11million.Sincesomeoftheitemcostsfor F(#& boththeTelephoneQuestionnaireAssistanceandCoverageEditFollowupprogramswerenot 2)$' billedseparatelybythecontractor(sharedcost),wewerenotabletoaccuratelyreportthe *n%( separatedcostsfortheTelephoneQuestionnaireAssistanceprogramfortheseitems.Thetotal  +Z&)  sharedcostbetweenthetwoprogramsamountedto$56,598,905B  d(Table20)C  d.#XiXXXi?{#XiXXXiԀCostsattributedsolelytothe +F'* d}  8iXXdXXd8    TelephoneQuestionnaireassistanceprogramamountedto$25,533,987B  dC  B  ԍ(Table20)C  d,andcostsattributedto  theCoverageEditFollowupprogramamountedto$10,380,183B  d(Table20)C  d.   A XXiWhataretheRecommendations?  #XiX Aڂ#)  )O"0    Thebulkofthecallblockageoccurredasaresultofthecallmodelnotadequately r forecastingthecallvolumelevelsonpeakcallvolumedays. Werecommendbetter b  predictionofthecallvolumesonthesepeakcallvolumedaysbasedonwhatwe R  experiencedinCensus2000. Tocaveatthisrecommendation,ourpredictivemodeling >  maybelimitedtocallvolumedatabasedonadifferingmailingstrategyandourinability . ~ topredictanyuncontrollablefactorsthatmayinfluencethedailycallvolumes.d )Oj݌ j (#(# Ќ  d)  )L"0    Werecommendforthefuturemonitoringtheperformanceofthenetworkprovider B  bebasedonourawarenessoftheircontractualrequirementssothatwemaybe .  awareofanyissuesthatmayariseaffectingtheTelephoneQuestionnaireAssistance   program.)Lg݌ (#(# Ќ  )  )"0    Theresultsofouranalysisshowedadayoftheweekeffectcoincidedwithamailing  strategyeffectpotentiallycausinganadditiveincreaseincallvolume. Werecommend ~ deliveringthecensusmailingpiecesonadayotherthanMondaytoavoidan n additiveeffectduetomailingstrategyanddayoftheweek.))݌Z(#(# Ќ  )  )"0    TheInteractiveVoiceResponsecomponentoftheTelephoneQuestionnaireAssistance 2 systemworkedwellintermsofreducingagentcallvolume,minimizingprogramcost, "r andservicingcallersinatimelymanner. WerecommendcontinueduseofInteractive ^ VoiceResponsesystemsinfuturetelephonequestionnaireassistanceprograms. ),݌N(#(# Ќ  )  ),"0    TofurthermaximizethebenefitsofInteractiveVoiceResponsetechnologieswe & recommendfutureresearchinassessingtheexpandeduseofInteractiveVoice  Responsetechnologies. ),G݌(#(# Ќ  )  )"0    Somecallcentersdidnothaveonsitetechnicalsupporttoresolveproblemsimmediately.    Werecommendprovidingonsitetechnicalsupporttoallcallcenters. Notethat z! additionalfundingwouldberequiredtomeetthisrecommendationandtomaintainthe j"  CensusBureausgoalofsubcontractingcallcenterswithsmall,smalldisadvantaged,and V#! womenownedbusinesses.d)݌B$"(#(# Ќ  d )  ) "0    Basedonapolicydecision,theSpanishlanguageInteractiveVoiceResponsesystemdid &j!$ notallowcallerstorequestaSpanishquestionnairewhereasthisservicewasavailablein  'Z"% theEnglishlanguageInteractiveVoiceResponsesystem. Werecommendproviding 'F#& equallevelsofserviceinbothEnglishandSpanishsystemsforfuturetelephone (6$' questionnaireassistanceprograms. ) &݌)"%((#(# Ќ  )  )g"0    Duetotheuncertaintyinthediscrepancybetweenthenumberofshortformcases +&* indicatedbytheevaluationdataandthenumberofcasesprocessedbytheCensus ,'+ @      Bureau,werecommendincorporatingabettercontrolmethodtoensureproper  trackingoftheseshortformcases.)g݌(#(# Ќ  )  )"0    Giventhatwehavemultipletelephoneoperationshandledunderthesamecontract, t werecommendthatwecollect,totheextentpossible,costdatafortheseprograms d separately.d)݌P (#(# Ќ  d)  )"0    Inordertoimproveuponthelimitationsencounteredintheevaluationprocessof ( x theTelephoneQuestionnaireAssistanceprogramwerecommendthefollowing:)݌ d(#(# Ќ    0 ` ImprovingcommunicationamongCensusprogramareasandcontract  <  management ( ` (#` (#   0 ` SchedulingtheTelephoneQuestionnaireAssistanceprogramtestingand   developmentinto2008DressRehearsalsothatwecantestthefunctionality   ofthesystembeforegoingintothe2010Census ` (#` (#   0 ` Anearlycontractawardtoallowforadequatetimetofosteracommon d culturebetweentheCensusBureauandthecontractortoreducetheriskof P compromisingtheSoftwareDevelopmentLifeCycleprincipals#XiXXXiɀ#XiXXXi:BXXi<` (#` (#    `     h         `   !@ _R  9   O#XiX:BN##XiXXXi/#:BXXi  /V   & )  1.4 O  5  BACKGROUND6Ymtet  7%  4O  5  %#XiX:Bɛ# 6%9tet  7g  TheTelephoneQuestionnaireAssistance(TQA)operationwasashortdurationprogram  implementedtoassistthepublicincompletingtheircensusformsorobtaininginformationabout  thecensus.ThegoalofthisevaluationistostudythepublicsusageoftheTQAprogramby  observingthecallpatternsthatwereexhibitedduringtheprogram.Inaddition,theevaluation t  looksatthebehaviorcallersexhibitinthetwocomponentsofthesystem.Also,wewillexamine `  theamountoftimerequiredtoserviceacallerthroughtheTQAprogram.Finally,theevaluation L  concludeswithgeneralcostanalysisoftheprogram.   p  8   A XXi1.1%  4anO  5  WhatwastheTQAProgram?6otet  7an%b#XiX A?#  `   (8x  bwxyz:BXXi #XiX:B #  ^  AspartoftheCensus2000design,theCensusBureauimplementedatelephoneprogramto "r  providethepublicwithassistanceincompletingtheircensusforms.Tomeettheprogram ^  requirementstheCensusBureaucontractedwithElectronicDataSystems(EDS).EDSleveraged J  stateofthearttechnologiescommonlyusedincustomerserviceenvironmentsintheprivate 6 sector.ThemajortechnologiesincludedIntelligentCallRouting(ICR)softwareandInteractive " VoiceResponse(IVR)technologycoupledwithanetworkofcommercialcallcenterstofunction  asasinglevirtualcallcenter.TheIVRsystemwasbasedontelephonetechnologythatallowed  callerstoenterandobtaininformationthroughaseriesofmenuoptionsusingeitherthe  telephonekeypad(touchtone)orforEnglishspeakingcallers,voiceresponse.TheICRsystem  respondstoarequestfromtheAT&TnetworkandroutedthecallstoanIVRsystemor,if n necessary,toanagent.Theanticipatedlargecallvolumeandshorttimeframeoftheprogram Z createdachallengeinrecruitingparticipantsfromthecallcenterindustry. F TheTQAnetworkwasavailabletothepublicthroughlanguagespecifictollfreenumbers n March3throughJune30,2000.CallerscouldaccesstheIVRportionofthenetwork24hoursa  Z day,7daysaweek.TQAagentswereavailable8:00AMto9:00PMforeachofthenation's F ninetimezones,7daysaweek.TQAprovidedthefollowingservices: 2   bwxyz(Ix8)  )ͪ"0    Answeredquestionsaboutthecensusandthecensusquestionnaire)ͪ݌ (#(# Ќ  )  )"0    Allowedrespondentstorequestacensusformorlanguageguidebymail)݌!(#(# Ќ  )  )l"0    Allowedcallers,whometcertaincriteria,torespondtothecensusthroughTQA)l݌" (#(# Ќ     `  Agentscouldcollectacallerscensusshortformdataonlyiftheymetcertainrequirements. j$" RespondentswhocalledafterApril7andclaimedtheyhadreceivedaformwithanaddressthat V% # didnotcorrespondtotheircurrentresidenceweregivenashortforminterview.Anycallerwho B&!$ claimedtohavedifficultyreadingorunderstandingaformanddidnothavealongformwas .'~"% givenacensusshortforminterviewiftheywerecallingbetweenMarch22andJune8.Callers (j#& whowantedtocompletetheirformoverthephoneanddidnothavealongform,orcallerswitha )V$' shortformwhocalledbeforeApril8andwantedtocompletetheirformoverthephonewere )B%( givenaninterview.Ifacallerclaimedtheyneededtoaddapersontoaformtheyalreadysentin, *.&) theagentwouldconductashortforminterview.IfacallercalledafterApril7andclaimedthey +'* hadnotreceivedaform,theagentcollectedtheirinformation.Finally,ifacallerclaimedthey ,(+ hadausualhomeelsewhere,thenwewouldcollecttheirinformationoverthephone. -(, '@ A XXi1.2 %  4 O  5  WhatwastheBasicInfrastructure/DesignoftheTQASystem?6tet  7 %   #XiX Av#Thebasicinfrastructure/designoftheTQAnetworkconsistedofIVRsystemsand22callcenters  networkedtogetherasavirtualcallcenter.ICRsoftwareroutedcallsfromtheAT&Tnetworkto  theIVRsystems,andifnecessary,fromtheIVRtoacallcenter.TheICRhadthecapabilityof  identifyingandroutingacalltoanopenIVRsystem.Ifacallerneededtobetransferredtoan v  agent,theICRcouldviewcallactivityattheindividualagentlevelandroutethecalltothemost b  availableagentacrossthenetwork.(U.S.BureauoftheCensus,2001a).Notethatdueto N  unexpectedlyhighcallvolumessomeundetectedICRprogrammingproblemsoccurred.Asa :  result,theprimecontractorturnedoffcertainICRfunctionsforthedatesofMarch13and14to & v  overcomethesituationandcontinuetakingcalls.d b  dTheIVRsystems,providedinEnglishandSpanishlanguages,wasbasedontelephone :  technologythatallowedcallerstoenterandobtaininformationthroughaseriesofmenuoptions &  usingeitherthetelephonekeypad(touchtone)or,forEnglishspeakingcallers,voiceresponse.   AnIVRisidealforhandlingroutineinquiries.Usersinteractwithacomputerbyusingtheir   telephoneasaterminal.Theobjectiveofthesystemistoprovideuserswithinformationwithout  beingtransferredtoanagent(Hayes,1999).IntheCensus2000system,acallerwastransferred  toanoperatorifthecallergavetwoinvalidresponsestoamenu,selectedamenuoptionthat r automaticallytransferredthecaller,orchosetospeakwithanagent. ^ OtherpotentialbenefitsofanIVRsystemare:reducedoperationcost,standardizedcustomer 6 service,24houraccesstoinformation,reducedpeakcallloadstoagents,increasedreliabilityof "r information,anddiminishedholdandbusysignalsandnoringanswers.(Hayes,1999). ^ ThreeIVRscriptsweredesignedtosuittheneedsofthepublicandtheCensusBureau 6 correspondingtothethreedifferentphasesofCensus2000.Thesephaseswere: " )  )"0    Phase1(March3March21,2000)MailingofquestionnairesinMailout/Mailback  areasandUpdate/LeaveMailDeliverywhichentailedupdatingCensusBureaumapsand  addresslistingsaswellasleavingquestionnairesatthehousingunits)݌ (#(# Ќ  )  )5"0    Phase2(March22April7,2000)Majorityofthequestionnairesdelivered)5P݌n!(#(# Ќ  )  )"0    Phase3(April8June30,2000)HousingunitsidentifiedforNonresponseFollowup Z"  (NRFU)throughthecompletionoftheNRFUoperation))݌F#!(#(# Ќ  Themajordifferenceinscriptingacrossthethreephaseswasdefinedbythemethodinwhichthe %n # IVRhandledrequestsforacensusform.Wedefinedthephasesbasedontimingofquestionnaire  &Z!$ deliveryandtheNRFUoperationalongwithrequestsfromrespondentsforacensusform.In &F"% Phase1,acallerwhohadnotyetreceivedacensusformcouldnotrequestaformsincenotall '2#& formshadbeendelivered.However,ifacallerhadreceivedaform,butitwasdamaged,lost,or ($' destroyed,andtheycouldstillprovideuswiththeIDnumber;wewouldaccepttheirrequestfor ) %( areplacementformduringPhase1.InPhase2,acallercouldrequestacensusformwithinthe *%) IVRandfromanagent.InPhase3,ifacallerrequestedacensusform,thecallerwas +&* immediatelytransferredtoanagentwhoeithercollectedtheircensusdataortoldthecallerthata ~,'+ censusworkerwouldvisitthemattheirhome. j-(, W  e9   InadditionthereweredifferencesbetweentheEnglishandSpanishIVRsystemsbasedonpolicy  decisions.TheXiXXXiSpanishlanguageIVRsystemdidnotallowcallerstorequestaSpanish  questionnairewhereasthisservicewasavailableintheEnglishlanguageIVR.d  d#XiXXXiS#   t Anoperatorrespondedtoacallersrequestthroughabrowserbaseddesktoptool,writtenin ` HTMLandJava,referredtoastheOperatorSupportSystem(OSS).TheOSSwasaccessibleby L  the22callcentersthroughanetwork.TheOSSfacilitatedtheoperatorinansweringcensus 8  relatedquestions,takingmailingaddressinformationinordertomailacensusformorlanguage $ t assistanceguides,orconductingshortforminterviewsgiventhecallermetcertaincriteria.  ` TheTQAprogramexperiencedsomelimitationsincreatingafullyintegratedsystem.Lateinthe  8  schedule,twocallcentercompaniescutabout2000seats,asaresultthreecallcentersusingolder $  technologynotcompatiblewiththeICRwereadded.So,anycallshandledbythesecallcenters   werenotreportedbytheICR.Inadditiontotheuseofoldertechnology,wehadthe   subcontractingrequirementtoworkwithsmall,smalldisadvantaged,andwomenowned   businesses.Someofthesecallcentershadlimitationsanddifficultieswiththeir   telecommunicationswitches,withnorealtimetechnicalsupportavailableonsite.d p dXiXXXiStaffingatthecallcenterswasbasedonprojectedcallvolumesthatweredetailedtothe H individualdayandhourlevel.Webuiltacontingencyintoourstaffingtoallowforunexpected 4 spikes/peaksincallvolumesbyassuminga65percentagentproductionrate,whichcould  p increaseupto80percentforshortperiods,asnecessarytohandletheseunexpectedcallvolumes.  \ Thisessentiallyallowedustohandleapproximatelya25percentincreaseincallvolumewiththe H staffforanyspecificdayortime.Ifweexperiencedactualvolumesthatfarexceededthe 4 projectedvolumesuchthatweexhaustedouragentcapacitybutnotAT&Tscapacitytohandle   calls,AT&TgotamessagefromtheICRtoblockincomingcalls.Thiswastopreventagents   frombecomingoverloadedduetothefactthattheagentcapacitywasalreadymaxedoutwiththe  callsalreadyforwardedtothem.#XiXXXi#XiXXXiԀInotherwords,thestrategywhentheagentnetworkwasmaxed  outwastogivethecallerabusysignal,ratherthanputthemintotheTQAnetwork,whichwould  havesimplyresultedintheirwaitingalongtimeinthequeue.d l #XiXXXi:#XiXXXidWedidnotimposeaperformancestandardforblockagerateonAT&Tsinceinrealitywearenot D! abletocontrolcallersbehavior,sowemadeourbestefforttoprojectcallvolumesanddevelopa 0"  reasonablecontingencyforflexingfordealingwithperiodsofunexpectedspikesincalls.Ifthe #l! numberofcallsexceededtheestimatedcallvolumeby125percentoursolutionwastoblock $X" somepeopleoutofthesystem. $D # #XiXXXi#Ourobjectivewasbuildingasystemtomeetpeakdemandsbasedonamodel.Werecognizethat &"% therewouldbeinstanceswherewedidnothaveenoughagentcapacity,andthereforewouldhave '#& acallqueue.Thatisalsowhywebuiltinmessagingtonotifythecalleraboutprojectedwait (#' times,andifnecessary,requestthemtocallbacklater.Wealsobuilt priorityroutingintothe )$( system,soifacallerhungupbasedonthelengthofthequeue,theirreturncallwouldberouted |*%) directlytoanagentwithpriorityoverfirsttimecallers.d p  h+&*  T,'+ &_R &9e &  dWehadsometechnicaldifficulties/issueswiththesmallbusinessesthatprovidedtheAsian  languagesupport.Atleastoneofthesesmallbusinesseshadlimitationsonits  telecommunicationsswitch,intermsofprovidingtheappropriatetypeofmessaging.Our  strategytousebilingualagentsalsomayhavehadanimpact.Thatis,dependingonthetiming t ofthecallsandcallvolumes,someAsianlanguageagentsmayhavebeenhandlingEnglish ` languagecallswhenotherAsianlanguagecallscamein.Wealwaysattemptedtomaintainacore L  Asianlanguageagentstafftohandleinlanguagecalls,butunexpectedspikesincallvolumes 8  wouldcreatewaittimes. $ t  :BXXi  _c(5)F@;a"e>@[D@I2 2.0 @ %  4O  5  M0 @ ETHODOLOGY6O0ontr  7dE^% #XiX:B;#  L    A XXi2.1%  4O  5  WhatweretheDataSourcesusedforthisEvaluation?6xMarc  7x%k #XiX AH# L     bwxyz(\xx  bwxyz ThedatausedinthisevaluationtoprofiletheTQAprogramcamefromfiveseparatesources: 6  AT&Tdailyreports,ICRdailyreports,ICRevaluationdatafile,IVRevaluationdatafile,and "  OSSevaluationdatafile.    TheAT&Tgenerateddailycallvolumereportsthatprovidedcallvolumehandledbyeachofthe  languagetollfreenumbers.Inaddition,thereportsincludedcallvolumehandledbytheIVRand  callsofferedtoanagent.Also,theforecastedcallvolumewaslistedasacomparisontothe n actual. Z TheICRcomponentofTQAproduceddetailedmanagementreportsaswellasevaluationcall 2 recorddatathattrackedtimeanddateinformation.ThedailyICRmanagementreportscontained n thefollowing:  Z Ѐ)    )"0 `   callvolumesforeachlanguage(tollfreenumber))݌2` (#` (# Ќ  )    )"0 `   totalnumberofcallsresolvedintheIVR)݌` (#` (# Ќ  )    )\"0 `   totalnumberofcallsreceivedateachofthecallcenters)\݌ ` (#` (# Ќ  )    )."0 `   totalnumberofcallsblockedattheAT&Tnetworklevel,TQAnetworklevel,and  thecallcenters).U݌ ` (#` (# Ќ  )    ):"0 `   callabandonmentrates):a݌~!` (#` (# Ќ  )    )"0 `   averagecalltimesforthedifferentcalltypeshandledbyanagentshortform j"  interview,formrequest,questionnaireassistance.)݌V#!` (#` (# Ќ  TheICRevaluationfilecontainedtime,date,language,andcaseIDinformation.ThecaseID .%~ # wasintendedtolinktheICRfilewithcallrecordsproducedbytheotherdatasources. &j!$ TheIVRevaluationfilesprovidedcallerbehaviorinformationsuchasthemenuoptionsselected 'B#& byacaller.Similarly,theOSSevaluationfilesprovidedrecordeddataofthescreensaccessedby (.$' anagentwhileservicingacaller.Foradescriptionofthecompletefilelayoutspecificationsfor )%( e