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101 Call Statistics Between February 2017-February 2018

Question

Please can you let me know the following information for 101 calls for each month from February 2017 until January 2018.

1. Total number of calls to 101.

2. Total number of call abandoned before connection to a switchboard.

3. Average waiting time before connection to switchboard to triage calls.

4. Total number of calls transferred from switchboard to a call handling agent.

5. Average waiting time of calls transferred from switchboard to a call handling agent.

6. Total number of abandoned calls once transferred from switchboard to the call handling agent queuing system.

Answer

Please see our response below. To best answer your request we have provided the information that is accessible to us on a monthly basis within the requested period. The thresholds referred to in Q2 & Q6 are both 60 seconds. 

101

101   Secondary

Month/Year

Q1 -   Number Received (Sum)

Q2 -   Abandoned Over Threshold (Sum)

Q3 -   Average Wait (seconds)

Q4 -   Number Received (Sum)

Q5-   Average Wait (seconds)

Q6 -   Abandoned Over Threshold (Sum)

02/2017

47233

1152

34

19581

170

1548

03/2017

55021

1636

39

22981

167

1684

04/2017

51639

1691

42

22233

148

1470

05/2017

57262

2259

51

26776

191

2353

06/2017

58384

2351

52

27743

237

2716

07/2017

58983

2079

51

30475

290

3591

08/2017

53988

1227

35

29344

269

3419

09/2017

50438

706

25

27844

267

3423

10/2017

54137

1063

30

29063

241

3302

11/2017

49214

597

21

27439

195

2300

12/2017

42824

510

15

23469

169

1846

01/2018

47627

724

17

26598

191

2696

02/2018

43233

820

19

24926

180

2652

FOI reference: 243/18.
Date of request: 15.02.18.