Monthly Average Hold Time
Target
The target is to have customers wait no longer than 60 seconds before a customer service representative answers the phone.
Analysis
Hold times can vary due to both internal and external factors. Internal factors can include staffing availability and equipment failure; and external factors can include inclement weather, holiday schedules, water disconnections for non-payment and overall complexity of caller issues.
Next Steps
Hold times can vary due to both internal and external factors. Internal factors can include staffing availability and equipment failure; and external factors can include inclement weather, holiday schedules, water disconnections for non-payment and overall complexity of caller issues.
Status Indicators: On Target | 
Close to Target | 
Needs Improvement | 
Target Pending