Quality & Analytics

Demo dataset · 14 days to 1 Sep 2026

These figures are a demo dataset for the 14 days to 1 Sep 2026. In use, every number here is counted from the handoff notes the assistant writes for each call and from what staff record in the Handoff Queue. No number is estimated.

Calls answered 1,842 132 per working day
Handled by the assistant 91% 9% asked for a person straight away
Time to a human 1:34 From transfer to acknowledgement
Transfer success 94% 108 failed · 71 recovered
Route accuracy 95% Measured by staff corrections

When calls arrive

Average weekday

Pharmacy is staffed 2 of 2 during the 10:00 peak and acknowledgement time still doubles — the constraint is people, not routing.

Where calls end up

1,842 answered
Answered1,842
Chose the assistant1,679
Route identified1,604
Handoff written1,571
Transferred1,478
Acknowledged by a person1,436
Resolved1,368

Biggest single drop: 93 calls transferred but never answered by a desk. 42 of those became overdue callbacks.

Quality by route

Click a row to see the calls behind the numbers
Transcripts stay with each call's journey
Route Calls Assistant time Transfer OK Reopened Wrong route Fields missing
Medication 612 1m 27s 95.8% 5.1% 1.8% 37.0%
Appointments 738 1m 41s 93.2% 6.8% 3.4% 12.1%
Billing 389 1m 12s 96.4% 4.4% 14.0% 9.3%
General enquiries 103 0m 51s 88.3% 22.3% — —

By language

English1,104
中文431
Bahasa Melayu187
தமிழ்120

Tamil callers wait longest for a person — 2m 58s — because Pharmacy has no Tamil speaker on the primary line.

Inside “General enquiries”

103 calls
Certificates & letters23
Test results chasing17
Opening hours & directions14
Vaccination enquiries11
Everything else38
See the proposed route

People calling twice

Within 48 hours
Chasing a promised callback31
Same request, first call unresolved24
Cut off during transfer19
Adding information they forgot12

86 repeat calls — 4.7% of volume. Every one of them is a caller who had to do the work twice.