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This paper is in the following e-collection/theme issue:

Quality Improvement (373) Clinical Informatics (2283) Secondary Use of Clinical Data for Research and Surveillance (638) Machine Learning (3186)

Published on in Vol 14 (2026)

Preprints (earlier versions) of this paper are available at https://preprints.jmir.org/preprint/88441, first published .
Male nurse in blue scrubs answers phone at desk in clinic

Predicting Call Abandonment in a Health Care Call Center Using Nonpersonal Operational Data: Machine Learning Study

Predicting Call Abandonment in a Health Care Call Center Using Nonpersonal Operational Data: Machine Learning Study

Authors of this article:

Hilmi Al-Shakhshir1 Author Orcid Image ;   Sara Kier2 Author Orcid Image ;   Dan Hoke3 Author Orcid Image ;   Stephanie Hoiriis3 Author Orcid Image ;   Mary-Ellen Vicinus4 Author Orcid Image ;   Ravi Thadhani3 Author Orcid Image ;   Anant Madabhushi1, 5 Author Orcid Image
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Hilmi Al-Shakhshir   1 , MSE ;   Sara Kier   2 , MBA ;   Dan Hoke   3 , MPH ;   Stephanie Hoiriis   3 , BS ;   Mary-Ellen Vicinus   4 , MBA ;   Ravi Thadhani   3 , PhD ;   Anant Madabhushi   1, 5 , PhD

1 Atlanta VA Medical Center, Decatur, GA, United States

2 Executive Consulting Group Management Consultants, Atlanta, GA, United States

3 Emory Healthcare, Atlanta, GA, United States

4 Disruptive Innovations, Atlanta, GA, United States

5 Department of Biomedical Engineering, Wallace H. Coulter, Emory University, Atlanta, GA, United States

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