Thanx for your assistance. You are correct in stating it is the "quality" of the call that matters, which I have been trying to convey to the management, but having a difficult time. It has been my experience that using the calls per hour as a measure of performance, is very problematic, because it does not take in consideration the issues that the nurse has no control over. For example, variables that make a call longer or shorter, such as irate callers, callers with disabilities(speech, hearing, etc), language barriers, complicated medical conditions, comprehension issues, callers with more than one family member that needs to be triaged and so on. All of these things and more, effects the number of calls/hr that the nurse can take. Therefore, it is not the only measurement tool that should be used. Granted, I am a new manager, but I am an experienced triage nurse. As a triage nurse in the center, before being promoted to a mangement position, I think that it is useful that I bring my experience, observations from "the other side," to the management end of the operation to help us effectively meet the needs of our clients. While triaging calls , I did focus on quality and will continue to do so. Now as a manager, I can see why there seemed to be ongoing problems/ issues about low staffing, simply based on the calls/hr tool. Anyway, I am learning and I am grateful for the input. Lets me know I am not bias in my view and I am headed in the right direction.