Monthly operational activity of the NHS 24

Monitoring of NHS activity 24 * **Incoming calls:** Incoming calls at the contact centre excluding those that have been abandoned queuing below the service level, and those that have been abandoned while navigating; ***Calls answered** : calls answered by health professionals, administrative and resolved by automatic means, namely the _Interactive_ _Voice_ _Response_ (IVR); ***Monthly attendance rate** : answered calls/incoming calls; ***Revised monthly attendance rate** : answered calls/ (incoming calls – calls abandoned following the deterrence guide hearing); * **Average monthly standby time:** Monthly average, in seconds, of the time from when an IVR option is selected until the call is effectively answered by a line professional; ***Psychological counseling calls to users** : total monthly calls for psychological counselling to users (excluding healthcare professionals); ***Psychological counselling calls to health professionals** : total monthly calls for psychological counselling to health professionals; ***Traditions made by video-calls via Portuguese Sign Language (iLGP) interpreters:** total monthly screenings made by video-calls via Portuguese Sign Language interpreters.****