311 Call Center Metrics

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City Service Requests & Information
Dial 311 or 210.207.6000

 

Service Level

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

City of San Antonio 311 Customer Service
Service Level
April 2019 - March 2020

graph of service level

Calls Received

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

City of San Antonio 311 Customer Service
Call Volume
April 2019 - March 2020

graph of calls received

Average Wait Time

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

City of San Antonio 311 Customer Service
Average Wait Time
April 2019 - March 2020

graph of average wait time

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
City of San Antonio 311 Customer Service
Call Center Monthly Metrics
June 2019 - May 2020
Date Service Level Calls Received Average Wait Time
(seconds)
June, 2019 63% 83,216 76
July, 2019 75% 78,651 47
August, 2019 91% 64,425 14
September, 2019 84% 61,234 24
October, 2019 86% 63,544 17
November, 2019 88% 53,883 17
December, 2019 67% 58,320 65
January, 2020 52% 65,065 117
February, 2020 75% 55,451 43
March, 2020 51% 77,295 104
April 2020 60% 75,118 86
May 2020 27% 85,952 320