CDLE

Dept. of Labor and Employment — Unemployment Insurance, FAMLI Leave

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.
Unemployment Insurance	43.7K	3.6 min	8.5%	75.2%	67.0%	83.5%
FAMLI Leave	23.1K	3.3 min	7.6%	75.9%	53.0%	85.8%

Call Volume Heatmap

	0			3			6			9			12			15			18			21
Mon	Mon 0:00–1:00 8 calls	Mon 1:00–2:00 7 calls	Mon 2:00–3:00 8 calls	Mon 3:00–4:00 8 calls	Mon 4:00–5:00 8 calls	Mon 5:00–6:00 9 calls	Mon 6:00–7:00 7 calls	Mon 7:00–8:00 64 calls	Mon 8:00–9:00 234 calls	Mon 9:00–10:00 314 calls	Mon 10:00–11:00 404 calls	Mon 11:00–12:00 423 calls	Mon 12:00–13:00 270 calls	Mon 13:00–14:00 356 calls	Mon 14:00–15:00 366 calls	Mon 15:00–16:00 260 calls	Mon 16:00–17:00 216 calls	Mon 17:00–18:00 104 calls	Mon 18:00–19:00 38 calls	Mon 19:00–20:00 11 calls	Mon 20:00–21:00 11 calls	Mon 21:00–22:00 12 calls	Mon 22:00–23:00 12 calls	Mon 23:00–24:00 11 calls
Tue	Tue 0:00–1:00 6 calls	Tue 1:00–2:00 6 calls	Tue 2:00–3:00 6 calls	Tue 3:00–4:00 6 calls	Tue 4:00–5:00 6 calls	Tue 5:00–6:00 6 calls	Tue 6:00–7:00 7 calls	Tue 7:00–8:00 53 calls	Tue 8:00–9:00 178 calls	Tue 9:00–10:00 281 calls	Tue 10:00–11:00 349 calls	Tue 11:00–12:00 322 calls	Tue 12:00–13:00 268 calls	Tue 13:00–14:00 316 calls	Tue 14:00–15:00 289 calls	Tue 15:00–16:00 243 calls	Tue 16:00–17:00 184 calls	Tue 17:00–18:00 84 calls	Tue 18:00–19:00 34 calls	Tue 19:00–20:00 11 calls	Tue 20:00–21:00 9 calls	Tue 21:00–22:00 9 calls	Tue 22:00–23:00 10 calls	Tue 23:00–24:00 10 calls
Wed	Wed 0:00–1:00 6 calls	Wed 1:00–2:00 6 calls	Wed 2:00–3:00 6 calls	Wed 3:00–4:00 7 calls	Wed 4:00–5:00 6 calls	Wed 5:00–6:00 6 calls	Wed 6:00–7:00 6 calls	Wed 7:00–8:00 50 calls	Wed 8:00–9:00 198 calls	Wed 9:00–10:00 282 calls	Wed 10:00–11:00 324 calls	Wed 11:00–12:00 357 calls	Wed 12:00–13:00 260 calls	Wed 13:00–14:00 307 calls	Wed 14:00–15:00 318 calls	Wed 15:00–16:00 219 calls	Wed 16:00–17:00 170 calls	Wed 17:00–18:00 89 calls	Wed 18:00–19:00 33 calls	Wed 19:00–20:00 10 calls	Wed 20:00–21:00 9 calls	Wed 21:00–22:00 9 calls	Wed 22:00–23:00 9 calls	Wed 23:00–24:00 10 calls
Thu	Thu 0:00–1:00 6 calls	Thu 1:00–2:00 7 calls	Thu 2:00–3:00 6 calls	Thu 3:00–4:00 6 calls	Thu 4:00–5:00 6 calls	Thu 5:00–6:00 7 calls	Thu 6:00–7:00 6 calls	Thu 7:00–8:00 50 calls	Thu 8:00–9:00 192 calls	Thu 9:00–10:00 292 calls	Thu 10:00–11:00 354 calls	Thu 11:00–12:00 316 calls	Thu 12:00–13:00 240 calls	Thu 13:00–14:00 302 calls	Thu 14:00–15:00 314 calls	Thu 15:00–16:00 241 calls	Thu 16:00–17:00 170 calls	Thu 17:00–18:00 84 calls	Thu 18:00–19:00 31 calls	Thu 19:00–20:00 10 calls	Thu 20:00–21:00 10 calls	Thu 21:00–22:00 10 calls	Thu 22:00–23:00 9 calls	Thu 23:00–24:00 10 calls
Fri	Fri 0:00–1:00 6 calls	Fri 1:00–2:00 5 calls	Fri 2:00–3:00 6 calls	Fri 3:00–4:00 6 calls	Fri 4:00–5:00 7 calls	Fri 5:00–6:00 6 calls	Fri 6:00–7:00 6 calls	Fri 7:00–8:00 48 calls	Fri 8:00–9:00 195 calls	Fri 9:00–10:00 270 calls	Fri 10:00–11:00 311 calls	Fri 11:00–12:00 319 calls	Fri 12:00–13:00 256 calls	Fri 13:00–14:00 289 calls	Fri 14:00–15:00 306 calls	Fri 15:00–16:00 255 calls	Fri 16:00–17:00 167 calls	Fri 17:00–18:00 86 calls	Fri 18:00–19:00 36 calls	Fri 19:00–20:00 8 calls	Fri 20:00–21:00 10 calls	Fri 21:00–22:00 9 calls	Fri 22:00–23:00 9 calls	Fri 23:00–24:00 9 calls
Sat	Sat 0:00–1:00 2 calls	Sat 1:00–2:00 2 calls	Sat 2:00–3:00 2 calls	Sat 3:00–4:00 2 calls	Sat 4:00–5:00 2 calls	Sat 5:00–6:00 2 calls	Sat 6:00–7:00 2 calls	Sat 7:00–8:00 15 calls	Sat 8:00–9:00 57 calls	Sat 9:00–10:00 92 calls	Sat 10:00–11:00 100 calls	Sat 11:00–12:00 105 calls	Sat 12:00–13:00 77 calls	Sat 13:00–14:00 91 calls	Sat 14:00–15:00 96 calls	Sat 15:00–16:00 65 calls	Sat 16:00–17:00 51 calls	Sat 17:00–18:00 24 calls	Sat 18:00–19:00 9 calls	Sat 19:00–20:00 3 calls	Sat 20:00–21:00 2 calls	Sat 21:00–22:00 3 calls	Sat 22:00–23:00 3 calls	Sat 23:00–24:00 2 calls
Sun	Sun 0:00–1:00 1 calls	Sun 1:00–2:00 1 calls	Sun 2:00–3:00 2 calls	Sun 3:00–4:00 1 calls	Sun 4:00–5:00 1 calls	Sun 5:00–6:00 1 calls	Sun 6:00–7:00 1 calls	Sun 7:00–8:00 14 calls	Sun 8:00–9:00 55 calls	Sun 9:00–10:00 83 calls	Sun 10:00–11:00 103 calls	Sun 11:00–12:00 101 calls	Sun 12:00–13:00 75 calls	Sun 13:00–14:00 87 calls	Sun 14:00–15:00 90 calls	Sun 15:00–16:00 73 calls	Sun 16:00–17:00 51 calls	Sun 17:00–18:00 27 calls	Sun 18:00–19:00 10 calls	Sun 19:00–20:00 3 calls	Sun 20:00–21:00 3 calls	Sun 21:00–22:00 3 calls	Sun 22:00–23:00 3 calls	Sun 23:00–24:00 2 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