Call Abandonment Rate. No more than three percent (3%) of calls abandoned, measured by the number of total calls that are not answered by customer service (caller hangs up before answer) divided by the number of total calls received. (See Section 260B.) Five thousand ($5,000) dollars for each percentage point for which the standard is not met in each quarter
Call Abandonment Rate. An abandoned call is defined as a call that is disconnected by the caller after the call is transferred to the (Customer Service Associate) representative queue from the Voice Response System (VRS). Note: Excludes any calls abandoned before 20 seconds Service Level Requirement: <= 4% This measurement is calculated as the number of abandoned calls divided by the total number of telephone calls. Note: Measured at the DC product level. Fees at Risk: 1% Voice Response System (VRS) Availability of the Voice Response System, 24 hours a day, 7 days a week. Service Level Requirement: 99% Availability is calculated as a percentage of time per month functions are available excluding reserved maintenance windows and scheduled application update activities. Note: Measured within the Fidelity firewall and at the DC product level. Fees at Risk: 1% Category Standard Description Definition Performance Standard/Measurement Fidelity NetBenefits® Availability of the NetBenefits® system, 24 hours a day, 7 days a week. Service Level Requirement: 99% Availability is calculated as a percentage of time per month functions are available excluding reserved maintenance windows and scheduled application update activities. Note: Measured within the Fidelity firewall and at the DC product level. Fees at Risk: 1% Fidelity Plan Sponsor WebStation® (PSW®) Availability of the Plan Sponsor WebStation® system, 24 hours a day, 7 days a week. Service Level Requirement: 99% Availability is calculated as a percentage of time per month functions are available excluding reserved maintenance windows and scheduled application update activities. Note: Measured within the Fidelity firewall and at the DC Product level. Fees at Risk: 1% Quarterly Online Statements Availability of online statements on NetBenefits®, 24 hours a day, 7 days a week. Service Level Requirement: 99% Availability is calculated as a percentage of time per month functions are available excluding reserved maintenance windows and scheduled application update activities. Note: Measured within the Fidelity firewall and at the DC product level. Fees at Risk: 1%
