311 Call Center Metrics

Contact


311 Customer Service Office
Dial 311 or 210.207.6000
Monday - Sunday 7:00 a.m. - 7:00 p.m.
City Holidays 8:00 a.m. - 5:00 p.m.

 

Service Level

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

City of San Antonio 311 Customer Service
Service Level
April 2020 - March 2021

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 2020 - March 2021

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 2020 - March 2021

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
February 2020 - January 2021
Date Service Level Calls Received Average Wait Time
(seconds)
March, 2020 51% 77,295 104
April 2020 60% 75,118 86
May 2020 27% 85,952 280
June, 2020 29% 86,481 228
July, 2020 59% 74,824 104
August, 2020 70% 64,329 58
September 69% 62,160 65
October, 2020 69% 63,214 60
November, 2020 80% 56,499 39
December, 2020 69% 61,955 83
January, 2021 26% 91,329 244
February, 2021 28% 96,748 269
March, 2021 25% 96,868 221