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311 Call Center Metrics

311 is the City of Chicago’s web and phone portal for government information and non-emergency services. In order to make 311 a comprehensive one-stop-shop for residents, visitors, and business owners, it is critical that 311 representatives answer calls and respond to requests in a timely and accurate fashion.

Average Wait Time
Agent Abandonment Rate
Agency Efficiency
Call Volume

Average Wait Time

This metric tracks the average time a caller spends waiting on the phone before reaching a 311 representative. Average wait time for each week and time of day are available by mousing over columns. The target response time for answering 311 calls is 45 seconds.


Agent Abandonment Rate

This metric tracks the percentage of callers who hang-up after the target response time of 45 seconds has elapsed. The percent of abandoned calls for each week and time of day are available by mousing over columns.


Agent Efficiency

This metric tracks the percentage of 311 representatives who answer a call within the target response time of 45 seconds. Agent efficiency for each week and time of day are available by mousing over columns.


Call Volume

This metric tracks the number of calls offered to 311 Call Center agents per shift. The total number of calls for each week and time of day are available by mousing over columns.