CDHS

Dept. of Human Services — SNAP, TANF, Child Care, Adult Financial Assistance via PEAK/CBMS

Service Line Breakdown

Service Line	Call VolumeTotal inbound calls received for this service line during the selected period.	Avg Wait TimeAverage time a caller waits on hold before reaching an agent. Target is under 5 minutes.	Abandonment RatePercentage of callers who hang up before an agent answers. High abandonment means demand exceeds capacity.	First Call ResolutionFirst Call Resolution — share of calls fully resolved in a single interaction, with no callback or transfer.	Digital CompletionPercentage of service requests completed online without a phone call. A drop signals digital friction.	SLA AttainmentService Level Agreement attainment — share of calls answered within the 5-minute target threshold.
SNAP Applications	31.5K	3.9 min	9.1%	75.2%	47.3%	81.9%
SNAP Recertification	26.4K	3.7 min	8.2%	74.7%	59.3%	83.7%
Medicaid Eligibility	22.1K	4.0 min	9.2%	74.8%	43.2%	81.3%
Child Care Assistance (C4K)	15.3K	3.7 min	9.0%	75.5%	40.4%	83.0%
Adult Financial Assistance	9.8K	3.4 min	7.6%	74.7%	32.5%	86.1%

Call Volume Heatmap

	0			3			6			9			12			15			18			21
Mon	Mon 0:00–1:00 10 calls	Mon 1:00–2:00 11 calls	Mon 2:00–3:00 11 calls	Mon 3:00–4:00 12 calls	Mon 4:00–5:00 10 calls	Mon 5:00–6:00 12 calls	Mon 6:00–7:00 11 calls	Mon 7:00–8:00 84 calls	Mon 8:00–9:00 318 calls	Mon 9:00–10:00 550 calls	Mon 10:00–11:00 642 calls	Mon 11:00–12:00 625 calls	Mon 12:00–13:00 434 calls	Mon 13:00–14:00 521 calls	Mon 14:00–15:00 460 calls	Mon 15:00–16:00 396 calls	Mon 16:00–17:00 290 calls	Mon 17:00–18:00 157 calls	Mon 18:00–19:00 56 calls	Mon 19:00–20:00 17 calls	Mon 20:00–21:00 18 calls	Mon 21:00–22:00 19 calls	Mon 22:00–23:00 17 calls	Mon 23:00–24:00 17 calls
Tue	Tue 0:00–1:00 10 calls	Tue 1:00–2:00 10 calls	Tue 2:00–3:00 9 calls	Tue 3:00–4:00 10 calls	Tue 4:00–5:00 9 calls	Tue 5:00–6:00 10 calls	Tue 6:00–7:00 10 calls	Tue 7:00–8:00 76 calls	Tue 8:00–9:00 269 calls	Tue 9:00–10:00 400 calls	Tue 10:00–11:00 519 calls	Tue 11:00–12:00 472 calls	Tue 12:00–13:00 380 calls	Tue 13:00–14:00 445 calls	Tue 14:00–15:00 422 calls	Tue 15:00–16:00 373 calls	Tue 16:00–17:00 232 calls	Tue 17:00–18:00 132 calls	Tue 18:00–19:00 48 calls	Tue 19:00–20:00 15 calls	Tue 20:00–21:00 14 calls	Tue 21:00–22:00 16 calls	Tue 22:00–23:00 15 calls	Tue 23:00–24:00 13 calls
Wed	Wed 0:00–1:00 9 calls	Wed 1:00–2:00 9 calls	Wed 2:00–3:00 9 calls	Wed 3:00–4:00 10 calls	Wed 4:00–5:00 9 calls	Wed 5:00–6:00 10 calls	Wed 6:00–7:00 9 calls	Wed 7:00–8:00 71 calls	Wed 8:00–9:00 277 calls	Wed 9:00–10:00 415 calls	Wed 10:00–11:00 480 calls	Wed 11:00–12:00 499 calls	Wed 12:00–13:00 377 calls	Wed 13:00–14:00 488 calls	Wed 14:00–15:00 454 calls	Wed 15:00–16:00 382 calls	Wed 16:00–17:00 275 calls	Wed 17:00–18:00 114 calls	Wed 18:00–19:00 50 calls	Wed 19:00–20:00 14 calls	Wed 20:00–21:00 14 calls	Wed 21:00–22:00 14 calls	Wed 22:00–23:00 13 calls	Wed 23:00–24:00 15 calls
Thu	Thu 0:00–1:00 10 calls	Thu 1:00–2:00 10 calls	Thu 2:00–3:00 10 calls	Thu 3:00–4:00 10 calls	Thu 4:00–5:00 10 calls	Thu 5:00–6:00 9 calls	Thu 6:00–7:00 9 calls	Thu 7:00–8:00 70 calls	Thu 8:00–9:00 294 calls	Thu 9:00–10:00 418 calls	Thu 10:00–11:00 513 calls	Thu 11:00–12:00 544 calls	Thu 12:00–13:00 395 calls	Thu 13:00–14:00 479 calls	Thu 14:00–15:00 438 calls	Thu 15:00–16:00 380 calls	Thu 16:00–17:00 247 calls	Thu 17:00–18:00 123 calls	Thu 18:00–19:00 48 calls	Thu 19:00–20:00 15 calls	Thu 20:00–21:00 14 calls	Thu 21:00–22:00 15 calls	Thu 22:00–23:00 14 calls	Thu 23:00–24:00 16 calls
Fri	Fri 0:00–1:00 9 calls	Fri 1:00–2:00 9 calls	Fri 2:00–3:00 10 calls	Fri 3:00–4:00 11 calls	Fri 4:00–5:00 10 calls	Fri 5:00–6:00 10 calls	Fri 6:00–7:00 10 calls	Fri 7:00–8:00 75 calls	Fri 8:00–9:00 280 calls	Fri 9:00–10:00 399 calls	Fri 10:00–11:00 488 calls	Fri 11:00–12:00 457 calls	Fri 12:00–13:00 313 calls	Fri 13:00–14:00 433 calls	Fri 14:00–15:00 469 calls	Fri 15:00–16:00 352 calls	Fri 16:00–17:00 249 calls	Fri 17:00–18:00 121 calls	Fri 18:00–19:00 50 calls	Fri 19:00–20:00 15 calls	Fri 20:00–21:00 14 calls	Fri 21:00–22:00 14 calls	Fri 22:00–23:00 14 calls	Fri 23:00–24:00 14 calls
Sat	Sat 0:00–1:00 3 calls	Sat 1:00–2:00 2 calls	Sat 2:00–3:00 2 calls	Sat 3:00–4:00 3 calls	Sat 4:00–5:00 3 calls	Sat 5:00–6:00 2 calls	Sat 6:00–7:00 2 calls	Sat 7:00–8:00 22 calls	Sat 8:00–9:00 82 calls	Sat 9:00–10:00 140 calls	Sat 10:00–11:00 154 calls	Sat 11:00–12:00 161 calls	Sat 12:00–13:00 115 calls	Sat 13:00–14:00 134 calls	Sat 14:00–15:00 135 calls	Sat 15:00–16:00 103 calls	Sat 16:00–17:00 73 calls	Sat 17:00–18:00 40 calls	Sat 18:00–19:00 15 calls	Sat 19:00–20:00 4 calls	Sat 20:00–21:00 4 calls	Sat 21:00–22:00 4 calls	Sat 22:00–23:00 5 calls	Sat 23:00–24:00 4 calls
Sun	Sun 0:00–1:00 3 calls	Sun 1:00–2:00 2 calls	Sun 2:00–3:00 3 calls	Sun 3:00–4:00 2 calls	Sun 4:00–5:00 2 calls	Sun 5:00–6:00 3 calls	Sun 6:00–7:00 2 calls	Sun 7:00–8:00 22 calls	Sun 8:00–9:00 87 calls	Sun 9:00–10:00 123 calls	Sun 10:00–11:00 155 calls	Sun 11:00–12:00 147 calls	Sun 12:00–13:00 106 calls	Sun 13:00–14:00 136 calls	Sun 14:00–15:00 127 calls	Sun 15:00–16:00 111 calls	Sun 16:00–17:00 74 calls	Sun 17:00–18:00 38 calls	Sun 18:00–19:00 15 calls	Sun 19:00–20:00 4 calls	Sun 20:00–21:00 4 calls	Sun 21:00–22:00 4 calls	Sun 22:00–23:00 4 calls	Sun 23:00–24:00 4 calls

Low

High

Top Call Reasons

Deflectable to digitalRequires agent

12-Month Trend

2025-07: SNAP Recert2025-10: FAMLI Enrollment2025-11: H.R.1 Impact2026-01: SNAP Recert2026-02: Tax Season