Monthly operational activity of SNS 24

Monitoring of the activity of the NHS 24. * **calls received**: calls in the contact centre excluding those that have been abandoned in queue in less than 15 seconds, and those that have been abandoned in navigation; ***Calls answered**: calls answered by health professionals, administrative and resolved by automatic means, namely _Interactive_ _Voice_ _Response_ (IVR); * **monthly attendance fee**: calls answered/calls received; * **reviewed monthly attendance fee**: answered calls/(incoming calls — abandoned calls following the deterrence guide hearing); * **average monthly waiting time in the screening service**: monthly average, in seconds, of the time from selecting an IVR option until the call is effectively answered by a healthcare professional from the screening service; * **called “psychological counseling” to users**: total monthly calls answered for psychological counseling to users (excluding health professionals); * **called psychological counseling for health professionals**: total monthly calls answered for psychological counseling to health professionals; * **screenplays performed by video calls via Portuguese Sign Language interpreters (ILGP)**: total monthly screenings performed by video calls via Portuguese Sign Language interpreters.