Colorado High Impact Services (CHIPS)

Total number of inbound calls received across all service lines for the selected time period.

Average time a caller waits on hold before reaching an agent. The target threshold is under 5 minutes. Color-coded green (<5 min), amber (<8 min), red (≥8 min).

Percentage of callers who hang up before an agent answers. High abandonment indicates demand is outpacing staffing capacity — these residents left without help.

First Call Resolution — the share of calls fully resolved in a single interaction, with no callback or transfer required. Higher is better.

Percentage of service requests completed online without a phone call. When this rate drops, call volume typically rises — a signal that a digital service is failing residents.

Service Level Agreement attainment — the share of calls answered within the 5-minute target threshold. Measures whether agencies are meeting their service commitments.