PUC Annual Report–Fiscal Year 2004-05 - Public Utilities Commission

Public Utilities Commission Annual Report 2004-05State of Hawaii Page 85Figure 62Percent of Operator Toll CallsAnswered Within 10 SecondsObjectiveActual95.0090.0085.0080.00Jul-02Sep-02Nov-02Jan-03Mar-03May-03Jul-03Sep-03Nov-03Jan-04Mar-04May-04Jul-04Sep-04Nov-04Jan-05Mar-05May-05Percent% Operator Toll Calls Answered Within 10 Seconds - This performance areameasures the number of calls handled within ten (10) seconds divided by the total number of callshandled times 100 for calls to the toll operator. As shown in Figure 62, Hawaiian Telcom met theobjective for this performance standard during the period reported.Figure 63Percent of Operator Directory Assistance CallsAnswered Within 10 Seconds95.0090.00ObjectiveActualPercent85.0080.0075.00Jul-02Sep-02Nov-02Jan-03Mar-03May-03Jul-03Sep-03Nov-03Jan-04Mar-04May-04Jul-04Sep-04Nov-04Jan-05Mar-05May-05% Operator Directory Assistance Calls Answered Within 10 Seconds - Thisperformance area measures the number of calls handled within ten (10) seconds divided by thetotal number of calls handled times 100 for calls to the directory assistance operator. As shownin Figure 63, except for a brief period in late 2002, Hawaiian Telcom met the objective for thisperformance standard during the period reported.