311 Call Center Metrics

Contact


311 Customer Service Office
Dial 311 or 210-207-6000
Monday - Sunday 7 a.m. - 7 p.m.
City Holidays 8 a.m. - 5 p.m.

 

Service Level

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

March 2023 - March 2024

graph of service level

Calls Received

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

March 2023 - March 2024

graph of call volume

Answer Rate

This metric represents the percentage of monthly calls answered.

March 2023 - March 2024

graph of answer rate

Average Wait Time

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

March 2023 - March 2024

graph of average wait time

Call Center Monthly Metrics

  • 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)
March, 2023 71% 76,468 92% 64
April, 2023 74% 73,391 92% 63
May, 2023 68% 84,624 91% 77
June, 2023 64% 83,003 88% 99
July, 2023 68% 65,203 90% 78
August, 2023 70% 66,564 91% 78
September, 2023 77% 60,460 93% 57
October, 2023 79% 61,916 94% 48
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