US · guidance

CMS Pub. 100-09, ch. 6, § 70.1.1

Call Completion

activein force · 2026-08-25 – presentas-observed

The call completion rate is the percentage of all toll-free attempts successfully delivered to the PCC’s

equipment. The PCC shall meet the following standards:

• Each CSR/IVR combined line shall have a completion rate of no less than 80%

• Each CSR-only line shall have a completion rate of no less than 80%

• Each IVR-only line shall have a completion rate of no less than 95%

The standards are measured quarterly and are cumulative for the quarter.

MACs shall email the service reports mailbox by 11:00 am ET when their PCC completion rate for the

previous business day was less than the applicable standards described above. The email shall report

the decreased completion rate roll-up for the jurisdiction and the decreased completion rate by

individual toll-free number and shall identify the MAC’s toll-free number by MAC name, jurisdiction,

line of business, configuration (IVR, CSR, IVR/CSR), and numerical toll-free number. The email shall

also specify if the completion rate was impacted by staffing, call volume, or technical

telecommunications or connectivity issues. The email shall be sent with the subject line “Completion

Rate.”

History

(Rev. 13683; Issued: 04-08-26; Effective: 05-08-26; Implementation: 05-08-26)

Provenance

Source: cms.gov
Retrieved: 2026-08-25
Edition: iom-2026-08-25
Content hash: 87394884c69cbada379c1844d78c9274ff6b319e28c1d9f49597b3a7f00c3683

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