311 Call Center Metrics

Monthly Metrics

November 2023 - November 2024

Service Level

This metric represents the percentage of monthly calls answered within 45 seconds. 

Service Calls for 311.

Calls Received

This metric represents the number of monthly calls presented during operating hours.

Received Calls for 311.

Answer Rate

This metric represents the percentage of monthly calls answered.

Answer Rate for 311.

Average Wait Time

This metric represents the monthly average wait time in seconds for calls answered.

Average Wait Time for 311 calls.

Monthly Metrics Data

  • Service Level - the percentage of monthly calls answered within 45 seconds
  • Calls Received - the number of monthly calls presented during operating hours
  • Average Wait Time - the monthly average wait time in seconds for calls answered
Date Service Level Calls Received Answer Rate Average Wait Time (seconds)
November, 2023 87% 58,216 96% 22
December, 2023 89% 56,399 97% 16
January, 2024 80% 69,149 95% 30
February, 2024 86% 62,461 97% 22
March, 2024 85% 67,499 97% 26
April, 2024 80% 73,864 96% 34
May, 2024 84% 74,905 96% 29
June, 2024 93% 66,052 98% 10
July, 2024 94% 69,239 98% 7
August, 2024 93% 65,096 98% 10
September, 2024 93% 64,591 98% 100
October, 2024 90% 62,941 98% 15
November, 2024 93% 55,104 98% 12
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