DORA

Dept. of Regulatory Agencies — Professional licensing, insurance inquiries

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.
Professional Licensing	10.3K	3.8 min	8.6%	74.0%	64.3%	83.0%
Insurance Inquiries	6.8K	3.6 min	8.4%	74.9%	50.1%	83.8%

Call Volume Heatmap

	0			3			6			9			12			15			18			21
Mon	Mon 0:00–1:00 2 calls	Mon 1:00–2:00 2 calls	Mon 2:00–3:00 2 calls	Mon 3:00–4:00 2 calls	Mon 4:00–5:00 1 calls	Mon 5:00–6:00 1 calls	Mon 6:00–7:00 2 calls	Mon 7:00–8:00 15 calls	Mon 8:00–9:00 60 calls	Mon 9:00–10:00 81 calls	Mon 10:00–11:00 95 calls	Mon 11:00–12:00 97 calls	Mon 12:00–13:00 76 calls	Mon 13:00–14:00 89 calls	Mon 14:00–15:00 92 calls	Mon 15:00–16:00 67 calls	Mon 16:00–17:00 47 calls	Mon 17:00–18:00 25 calls	Mon 18:00–19:00 10 calls	Mon 19:00–20:00 2 calls	Mon 20:00–21:00 3 calls	Mon 21:00–22:00 3 calls	Mon 22:00–23:00 2 calls	Mon 23:00–24:00 3 calls
Tue	Tue 0:00–1:00 1 calls	Tue 1:00–2:00 1 calls	Tue 2:00–3:00 1 calls	Tue 3:00–4:00 1 calls	Tue 4:00–5:00 1 calls	Tue 5:00–6:00 1 calls	Tue 6:00–7:00 1 calls	Tue 7:00–8:00 13 calls	Tue 8:00–9:00 49 calls	Tue 9:00–10:00 71 calls	Tue 10:00–11:00 84 calls	Tue 11:00–12:00 85 calls	Tue 12:00–13:00 63 calls	Tue 13:00–14:00 69 calls	Tue 14:00–15:00 78 calls	Tue 15:00–16:00 59 calls	Tue 16:00–17:00 43 calls	Tue 17:00–18:00 19 calls	Tue 18:00–19:00 8 calls	Tue 19:00–20:00 2 calls	Tue 20:00–21:00 2 calls	Tue 21:00–22:00 2 calls	Tue 22:00–23:00 2 calls	Tue 23:00–24:00 2 calls
Wed	Wed 0:00–1:00 1 calls	Wed 1:00–2:00 1 calls	Wed 2:00–3:00 1 calls	Wed 3:00–4:00 1 calls	Wed 4:00–5:00 1 calls	Wed 5:00–6:00 1 calls	Wed 6:00–7:00 1 calls	Wed 7:00–8:00 12 calls	Wed 8:00–9:00 43 calls	Wed 9:00–10:00 64 calls	Wed 10:00–11:00 89 calls	Wed 11:00–12:00 78 calls	Wed 12:00–13:00 63 calls	Wed 13:00–14:00 84 calls	Wed 14:00–15:00 73 calls	Wed 15:00–16:00 57 calls	Wed 16:00–17:00 40 calls	Wed 17:00–18:00 20 calls	Wed 18:00–19:00 8 calls	Wed 19:00–20:00 2 calls	Wed 20:00–21:00 2 calls	Wed 21:00–22:00 2 calls	Wed 22:00–23:00 2 calls	Wed 23:00–24:00 2 calls
Thu	Thu 0:00–1:00 1 calls	Thu 1:00–2:00 1 calls	Thu 2:00–3:00 1 calls	Thu 3:00–4:00 1 calls	Thu 4:00–5:00 1 calls	Thu 5:00–6:00 1 calls	Thu 6:00–7:00 1 calls	Thu 7:00–8:00 11 calls	Thu 8:00–9:00 45 calls	Thu 9:00–10:00 75 calls	Thu 10:00–11:00 82 calls	Thu 11:00–12:00 88 calls	Thu 12:00–13:00 60 calls	Thu 13:00–14:00 74 calls	Thu 14:00–15:00 78 calls	Thu 15:00–16:00 55 calls	Thu 16:00–17:00 38 calls	Thu 17:00–18:00 20 calls	Thu 18:00–19:00 8 calls	Thu 19:00–20:00 2 calls	Thu 20:00–21:00 2 calls	Thu 21:00–22:00 2 calls	Thu 22:00–23:00 2 calls	Thu 23:00–24:00 2 calls
Fri	Fri 0:00–1:00 1 calls	Fri 1:00–2:00 1 calls	Fri 2:00–3:00 1 calls	Fri 3:00–4:00 1 calls	Fri 4:00–5:00 1 calls	Fri 5:00–6:00 1 calls	Fri 6:00–7:00 1 calls	Fri 7:00–8:00 11 calls	Fri 8:00–9:00 42 calls	Fri 9:00–10:00 72 calls	Fri 10:00–11:00 89 calls	Fri 11:00–12:00 85 calls	Fri 12:00–13:00 60 calls	Fri 13:00–14:00 81 calls	Fri 14:00–15:00 80 calls	Fri 15:00–16:00 61 calls	Fri 16:00–17:00 41 calls	Fri 17:00–18:00 19 calls	Fri 18:00–19:00 8 calls	Fri 19:00–20:00 2 calls	Fri 20:00–21:00 2 calls	Fri 21:00–22:00 2 calls	Fri 22:00–23:00 2 calls	Fri 23:00–24:00 2 calls
Sat	Sat 0:00–1:00 0 calls	Sat 1:00–2:00 0 calls	Sat 2:00–3:00 0 calls	Sat 3:00–4:00 0 calls	Sat 4:00–5:00 0 calls	Sat 5:00–6:00 0 calls	Sat 6:00–7:00 0 calls	Sat 7:00–8:00 3 calls	Sat 8:00–9:00 13 calls	Sat 9:00–10:00 19 calls	Sat 10:00–11:00 25 calls	Sat 11:00–12:00 26 calls	Sat 12:00–13:00 19 calls	Sat 13:00–14:00 23 calls	Sat 14:00–15:00 21 calls	Sat 15:00–16:00 17 calls	Sat 16:00–17:00 13 calls	Sat 17:00–18:00 6 calls	Sat 18:00–19:00 2 calls	Sat 19:00–20:00 0 calls	Sat 20:00–21:00 0 calls	Sat 21:00–22:00 0 calls	Sat 22:00–23:00 0 calls	Sat 23:00–24:00 0 calls
Sun	Sun 0:00–1:00 0 calls	Sun 1:00–2:00 0 calls	Sun 2:00–3:00 0 calls	Sun 3:00–4:00 0 calls	Sun 4:00–5:00 0 calls	Sun 5:00–6:00 0 calls	Sun 6:00–7:00 0 calls	Sun 7:00–8:00 3 calls	Sun 8:00–9:00 14 calls	Sun 9:00–10:00 20 calls	Sun 10:00–11:00 25 calls	Sun 11:00–12:00 25 calls	Sun 12:00–13:00 19 calls	Sun 13:00–14:00 22 calls	Sun 14:00–15:00 21 calls	Sun 15:00–16:00 17 calls	Sun 16:00–17:00 11 calls	Sun 17:00–18:00 7 calls	Sun 18:00–19:00 2 calls	Sun 19:00–20:00 0 calls	Sun 20:00–21:00 0 calls	Sun 21:00–22:00 0 calls	Sun 22:00–23:00 0 calls	Sun 23:00–24:00 0 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