Annual Performance Plan - 2014, Revised Final Performance Plan - 2013 Page 34
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892.2b: Achieve the target busy rate for National 800 Number calls
Fiscal Year
2013
2014
Target
10%
10%
Historical Performance
Fiscal Year
2009
2010
2011
2012
Performance
8%
5%
3%
5%
Data definition: We calculate the agent busy rate as the number of National 800 Number busy
messages divided by the number of National 800 Number calls requesting agent service in the fiscal
year. The caller receives a busy message when the number of calls offered exceeds the number of
telephone lines available or when the agent queue has reached its maximum capacity of waiting calls.
Data source: Data generated by Cisco Intelligent Contact Management system
Note: We computed the agent busy rate using our current methodology to allow for comparability. We
have not solidified the date for full implementation of CARE 2020, but we anticipate that our new state-
of-the-art system will decrease the agent busy rate to 1 percent in FY 2014.
Annual Performance Plan for FY 2014 and Revised Final Performance Plan for FY 2013
Social Security Administration |
| 1-800-772-1213
34
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