Patient Request Monitor Suramed

Received calls = intakes captured by the voice agent during the window (one per successful submit). Abandoned calls that did not produce a ticket are not counted yet — they will be added when the Retell call-list integration ships.

Tickets solved = intakes whose status reached completed during the window. Cancelled tickets are excluded.

Avg resolution = average business-hour minutes from created_at to closed_at for tickets solved in the window. Business hours are Mon–Fri 8:30 AM – 6:00 PM Eastern; weekends and after-hours minutes are excluded so cross-weekend tickets don't inflate the SLA average. A ticket received Friday 5 PM and closed Monday 9 AM counts as 1.5 h, not 64 h.

Per office = breakdown when "All offices" is selected. As additional DIDs come online for Wellington / Greenacres / Port St. Lucie / Boca Raton, those rows will populate automatically.

Charts exclude weekends. The per-day bars and the % solved trend line show business days (Mon–Fri) only — weekend activity is sparse and noisy. Totals in the hero cards still include weekends so the window count matches what Caspio holds.

Download report (Excel) produces the PCMH quality measure Incoming call response and resolution indicator for the selected month: (tickets closed within the same business day ÷ tickets received) × 100, goal ≥ 90%. Consolidated monthly figures only — totals, a per-office table and a per-category sub-analysis, with no daily rows. Available to managers and admins; managers get their own office.

Same business day means closed by 6:00 PM Eastern on the ticket's business day. Tickets arriving after close or on a weekend are anchored to the next open business day, since the voice agent answers around the clock but the offices do not. Cancelled tickets stay in the denominator but never satisfy the numerator, and tickets still open when the file is generated count as not closed — run the report after month end for the final figure.

Peak concurrent assumes each transferred caller spends the configurable AHT (default 4 minutes) at the contact center. Real bridged-leg durations aren't observable from Retell today; the AHT slider lets you stress-test capacity scenarios — set it to your contact center's measured AHT once you have it.

Transfer rate = transferred calls ÷ total calls (over the same window). Total calls comes from every call_analyzed event regardless of outcome.

Estimated minutes = transfers × AHT in minutes. Multiply by your per-minute contact-center rate to project monthly cost.

Peak per office peaks are independent — the global peak is usually lower than the sum of per-office peaks because offices don't always peak at the same minute.

Population start: 2026-05-18 16:53 ET. Calls before that timestamp aren't in the table.