About FDA

Description: Upgrade the SAFEFOOD Information Line - CFSAN is responsible for the Agency’s 1-888-SAFEFOOD Information Line. The Information Line is an important resource that gives American consumers access to the most up-to-date, reliable food safety information. The Information Line was instituted in part to enhance FDA's ability to provide accurate and meaningful information to the public about food safety. In addition to providing food safety information, the Information Line provides assistance with other CFSAN issues including cosmetics, food additives and dietary supplements.

Accomplishment: CFSAN upgraded the Agency's 1-888-SAFEFOOD Information Line. For the last few years, the Information Line was answered through Avaya Release 2.0. It was updated to Release 5.0 and Contact Center Express 4.0 with email and a compatible Application Enablement Server were installed in August 2010. This upgrade enhanced CFSAN's tracking and reporting capabilities as well as increased quality control procedures, including:

• The ability to track calls and emails through a built-in reporting mechanism;
• The ability to customize reports by key words or topics, as well as hold times, dropped calls, hang ups, etc.; and
• Standard call vectoring (queuing and redirecting calls, time of day routing), agent skills and Automatic Call Distribution reporting.

The contractor provided training for the call center agents and provided technical assistance to successfully transition to the upgraded system. We have experienced a few technical difficulties in regard to retrieving some of the reports automatically but we continue to work with our contractors to have all reporting capabilities in place as soon as possible.