Table 12.32 Traveline Scotland: telephone calls and Web site hits 1
| 1996 | 1997 | 1998 | 1999 | 2000 | 2001 | 2002 | 2003 | 2004 | 2005 | 2006 |
|---|
Weeks included in year 2 |
|---|
Telephone calls | .. | .. | .. | .. | .. | 52 | 52 | 52 | 52 | 52 | 52 |
|---|
Web site | .. | .. | .. | .. | .. | .. | .. | 52 | 52 | 52 | 52 |
|---|
Telephone calls | thousands |
|---|
Calls answered | .. | .. | .. | .. | .. | 195.1 | 342.0 | 456.6 | 585.4 | 707.4 | 728.9 |
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Calls unanswered |
|---|
Ring tone, no reply 3 | .. | .. | .. | .. | .. | 2.4 | 3.9 | 4.0 | 4.6 | 5.3 | 4.0 |
|---|
Engaged tone 4 | .. | .. | .. | .. | .. | 3.1 | 5.9 | 0.4 | 3.6 | 0 | 0.3 |
|---|
Other 5 | .. | .. | .. | .. | .. | 3.1 | 1.5 | 3.7 | 9.7 | 4.9 | 2.3 |
|---|
Total unanswered | .. | .. | .. | .. | .. | 8.6 | 11.4 | 8.1 | 17.9 | 10.3 | 6.6 |
|---|
Total number of calls | .. | .. | .. | .. | .. | 203.6 | 353.4 | 464.7 | 603.3 | 717.7 | 735.5 |
|---|
| percentages |
|---|
Percentage answered | .. | .. | .. | .. | .. | 95.8 | 96.8 | 98.3 | 97.0 | 98.6 | 99.1 |
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| numbers |
|---|
Daily average answered 6 | | | | | | 536 | 940 | 1,254 | 1,608 | 1,943 | 2,002 |
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| seconds |
|---|
Answered calls: av. duration | .. | .. | .. | .. | .. | 150.1 | 119.5 | 115.0 | 115.9 | 114.0 | 112.0 |
|---|
Web site | thousands |
|---|
Total number of hits 7 | .. | .. | .. | .. | .. | .. | .. | 990.5 | 1,793.8 | 2,658.5| | 1,854.4 |
|---|
| numbers |
|---|
Daily average hits 6 | .. | .. | .. | .. | .. | .. | .. | 2,721 | 4,928 | 7,304| | 5,094 |
|---|
1. Traveline Scotland "went live" for telephone calls on 3 January 2001. Its internet service became operational on 27 October 2002, and was formally launched on 16 December 2002, but statistics of its use are only available from the start of 2003.
2. The figures relate to the weeks which ended on Fridays which were in the specified calendar year - for example, the figures for "2003" cover the 52 weeks from the one ending on Friday 3 January 2003 to the week ending on Friday 26 December 2003, inclusive.
3. "Ring Tone No Reply" is when there is available line bandwidth to a call centre, but no answer
4. "Engaged Tone" is when there is insufficient line bandwidth to route calls to the call centre: the caller does not get as far as its queuing system.
5. All other reasons
6. Daily averages are calculated by dividing the total for all the weeks ending in the year by the number of days in those weeks (e.g. 52 x 7 = 364). Therefore, they may differ slightly from the result that would be obtained if one divided by the actual number of days in the year (365 or 366).
7. Successful requests for pages only - not successful requests overall. The web site supplier changed on 1 January 2006 and the new supplier defined hits in a more robust way than the previous supplier so the figures for 2006 onwards are not on a "like for like" basis with previous years.