Florida Relay Updates - RCC and Minutes Statistics Overview
Gain insights into the latest updates and statistics of Florida Relay, including RCC minutes, TRS minutes, Spanish to English session minutes, and more. Discover trends and performance indicators for the service in a concise manner.
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Florida Relay Updates Jeffrey Branch Account Executive May 2023 T-Mobile Confidential
Agenda Florida Relay Conference Captioning (RCC) Florida TRS statistics Florida CapTel statistics Florida Quality Report Florida Outreach Expense Report Voice Response Unit (VRU) T-Mobile Confidential 2
RCC Minutes 11,835 12,000 10,000 8,490 8,000 7,065 6,000 4,000 2,865 2,010 2,000 555 375 450 195 300 0 570 60 165 105 60 45 150 90 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 MAR APR MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB 2020-2021 2021-2022 2022-2023 T-Mobile Confidential 3
RCC Minutes Usage to Date 35,000 30,000 25,000 20,000 15,000 10,000 5,000 0 MAR APR MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB 2020-2021 2021-2022 2022-2023 T-Mobile Confidential 4
Billable TRS Minutes 120,000 100,000 80,000 60,000 40,000 20,000 0 MAR APR MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB 2020-2021 2021-2022 2022-2023 T-Mobile Confidential 5
Spanish to English Session Minutes 9,000 8,000 7,000 6,000 5,000 4,000 3,000 2,000 1,000 0 MAR APR MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB 2020-2021 2021-2022 2022-2023 T-Mobile Confidential 6
Billable STS Minutes 9,000 8,000 7,000 6,000 5,000 4,000 3,000 2,000 1,000 0 MAR APR MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB 2020-2021 2021-2022 2022-2023 T-Mobile Confidential 7
Billable Intrastate CapTel Minutes 45,000 40,000 35,000 30,000 25,000 20,000 15,000 10,000 5,000 0 MAR APR MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB 2020-2021 2021-2022 2022-2023 T-Mobile Confidential 8
TRS State Quality Report 2021-2022 SERVICE QUALITY Average Speed of Answer (ASA) Service Level (SVL) Service Level (SVL) (85/120) Complaints: TRS Commendations: TRS MAR APR MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB 3.8 86% 1.3 96% 1.2 97% 1.3 97% 1.5 96% 3.2 90% 4.0 88% 2.8 92% 3.1 91% 3.2 91% 4.2 87% 2.0 94% 99.51% 99.86% 99.86% 99.83% 99.83% 99.49% 97.00% 99.52% 99.51% 99.32% 99.26% 99.73% 2 0 2 0 3 1 1 0 1 1 4 0 0 0 4 1 1 0 2 0 2 1 3 0 2022-2023 SERVICE QUALITY Average Speed of Answer (ASA) Service Level (SVL) (85/10) Service Level (SVL) (85/120) Complaints: TRS Commendations: TRS MAR APR MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB 1.0 98% 1.2 1.7 96% 1.9 95% 2.9 93% n/a 1.2 97% n/a 1.4 97% n/a 1.4 97% n/a 2.1 96% n/a 2.5 96% n/a 2.4 95% n/a 1.0 95% n/a 100% 97.90% 99.92% 99.69% 99.66% 2 0 1 0 0 0 0 0 3 1 0 0 0 0 4 0 1 0 1 1 0 0 1 0 T-Mobile Confidential 9
CapTel State Quality Report 2021-2022 CAPTEL SERVICE QUALITY Call Count Average Session Minutes Per Call Average Speed of Answer (ASA) Service Level (SVL) (85/10) Service Level (SVL) (85/120) Complaints: CapTel Commendations: CapTel MAR APR MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB 12,298 3.53 10,457 3.80 10,737 3.41 9,240 3.58 2.11 93.3% 99.76% 8,507 3.44 0.95 97.7% 99.81% 7,494 3.88 2.12 94.4% 99.87% 7,307 3.98 1.3 97.2% 100.00% 7,290 3.82 1.7 96.9% 100.00% 7,282 4.26 2.3 93.9% 96.32% 7,671 3.82 3.8 87.5% 99.95% 8,000 3.71 4.9 83.9% 99.83% 7,285 3.52 1.0 98.3% 99.97% 3.1 2.3 2.2 90.3% 99.56% 95.3% 99.72% 93.2% 99.75% 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 1 1 0 0 0 2022-2023 CAPTEL SERVICE QUALITY Call Count Average Session Minutes Per Call Average Speed of Answer (ASA) Service Level (SVL) (85/10) Service Level (SVL) (85/120) Complaints: CapTel Commendations: CapTel MAR APR MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB 7,721 3.43 0.7 98.9% 99.99% 7,599 3.60 0.7 98.6% 100.00% 7,652 3.74 0.8 98.4% 100.00% 6,925 3.70 0.58 99.3% 100.00% 6,184 3.65 0.65 98.9% n/a 6,926 3.59 0.62 99.0% n/a 6,052 3.75 1.7 95.1% n/a 5,364 3.87 2.1 94.0% n/a 5,350 3.98 2.2 95.9% n/a 5,597 3.78 1.7 96.0% n/a 5,561 3.86 1.6 98.0% n/a 4,509 4.02 1.6 97.0% n/a 0 0 0 0 0 0 0 0 0 1 1 0 0 0 0 0 0 0 0 1 0 0 0 0 T-Mobile Confidential 10
Outreach Expense Report T-Mobile Confidential 11
Voice Response Unit (VRU) Solutions T-Mobile Confidential
Voice Response Unit (VRU) solutions What is Voice Response Unit? VRU is an automated telephone answering system that provides callers with a prerecorded messages. T-Mobile Accessibility implemented the VRU to address the issue of a growing number of misdials and robocalls that reach Florida Relay Service. T-Mobile Confidential 13
Voice Response Unit (VRU) solutions (continued) Friday April 29, 2022, the VRU for Florida was implemented on the voice number (800-955-8770) only. Successfully implemented the VRU messages for all 34 TRS States call types (i.e., Voice (dedicated and blended), Spanish, VCO, STS, 711, etc.) -1st quarter 2023. There are multiple benefits for using the new VRU Message for the Florida relay s voice toll free number: 1. Educate the customers on how to use service without CA involvement. 2. Allow CA to handle relay calls more efficiently. 3. Improves service levels. Observed significant decrease on number of misdialed calls. T-Mobile Confidential 14
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