DETERMINING WAIT TIME FOR RETURN OF MISSED CALL

Techniques are presented herein that help a calling party understand how long they should expect to wait, following a missed telephone call to a called party, to receive a return call from the called party. In support of that functionality, the presented techniques may learn about a called party’s behaviors (through, for example, entries in their electronic calendar, entries in a to-do list, etc. and their calling patterns) and create (e.g., reminder) entries in a called party’s calendar. A first aspect of the presented techniques encompasses determining an amount of time that should be allowed for a call between a calling and a called party; a second aspect encompasses determining when a called party is next available to make a call; and a third aspect encompasses determining the times when a called party typically returns calls

Practical statistical methods for call centres with a case study addressing urgent medical care delivery

Our interest is in forecasting for call centres, and in particular out-of-hours call centres (OOHCC) which deal with patient requests for medical advice outside normal working hours. Planning needs accurate forecasts of incoming call volumes. These vary by hour, day, and season, and must account for calendar effects such as Christmas. Using historical data, we explain how to use simple regression models to forecast call volumes arriving on specified days, taking into account calendar effects. We then show how we forecast the pattern of arrivals of calls during a specified day. These result in predictions for volumes of calls arriving for each day of the year, and their pattern of arrival during the day. We show how simulation models may then be used for resource allocation, uncertainty analysis, and staff scheduling. The data are details of call numbers and queue lengths from all parts of the patient-advice process for around five years, for a call centre based in Newcastle-upon-Tyne. There are around 350,000 complete cases in total. The methods are easily extended to other kinds of call centre. We describe the impact Swine flu had on call volumes in the summer of 2009, and our reactions to amend models in order to maintain forecast quality

USU Faculty Senate Minutes, April 6, 2009

Roll Call Faculty Senate2009-10 Calendar Senate and Senate Committee Elections Honorary Degrees – Sydney Peterson Commencement – Sydney Peterson Nominations for Faculty Senate President-Elec

USU Faculty Senate Minutes, September 14, 2009

Roll Call New Committee on Committees Chair Calendar and Member Roster USU Employee Wellness Group Honorary Degree and Award Screening Committee Nominations– Nick Flann University Business – Provost Cowar

Faculty Senate Minutes, April 25, 2022

Call to Order University Business Education Policies Committee Budget and Faculty Welfare Annual Report Committee on Committees Annual Report Calendar Committee Annual Report Recruitment and Retention Annual Report Faculty Code 403 Change

AUTOMATED APPOINTMENT REMINDERS AND NO-SHOW RATES AT APPLETREE BAY PRIMARY CARE: A QUALITY ASSURANCE PROJECT

This quality assurance project is aimed to determine how effective a specific primary care office’s current method of reminding patients of scheduled appointments is in reducing the percentage of no-shows. The retrospective data gathered from a calendar month will be evaluated to determine what percentage of patients check-in when reminded with a telephone call. The estimated national no-show is between 23% and 34%. This project reveled a no-show rate of 3.7% at Appletree Bay Primary Care, This rate is important to the health and wellness of their patients. With additional research, the variables affecting this practice’s no-show rates may be exposed, which would provide an opportunity to share the effective methods with other primary care practices

Faculty Senate Agenda, April 1, 2019

EPC Monthly Report - March 7, 2019 2019-2020 Faculty Senate Calendar Budget and Faculty Welfare Annual Report Research and Graduate Studies Annual Report 405.11.2 Term Appointment Promotions (second reading) Library Discussion (subscription costs) Call for Nominations - Faculty Senate President Elec

Faculty Senate Executive Committee Agenda, March 18, 2019

EPC Monthly Report - March 7, 2019 2019-2020 Faculty Senate Calendar Budget and Faculty Welfare Annual Report Research and Graduate Studies Annual Report 405.11.2 Term Appointment Promotions (second reading) Library Discussion (subscription costs) Call for Nominations - Faculty Senate President Elec