Daily service activity 012

Information is collected since 2020 on calls served, mailbox, emails, alerts sent, SMS/Fax alerts, total queries, level of attention and TMO. Calls: Number of calls received and issued. Mailbox: Number of queries collected in the voicemail outside the hours of the Service. Post office: Number of inquiries received via email. SMS/FAX alerts: Number of inquiries received via FAX and number of alerts sent by SMS or email about calls. Total Consultations: Number of total queries managed by Service 012. Level of care: Percentage of calls served. TMO (mm:ss): Average call time.本数据集自2020年起开展数据采集工作，统计维度涵盖已处理呼叫量、语音信箱、电子邮件、发送警报、短信/传真警报、总查询量、服务关注度及TMO。各统计项具体说明如下： - 呼叫量（Calls）：指接收与发起的呼叫总数量。 - 语音信箱（Mailbox）：指服务时段外，语音信箱中留存的查询请求数量。 - 邮政信箱（Post office）：指通过电子邮件渠道接收的咨询请求数量。 - 短信/传真警报（SMS/Fax alerts）：指通过传真接收的咨询请求，以及通过短信或电子邮件发送的与呼叫相关的警报总数量。 - 总咨询量（Total Consultations）：指由012号服务台处理的全部查询请求总数。 - 服务等级（Level of care）：指已处理呼叫的占比。 - TMO（格式为mm:ss）：指平均呼叫时长。