March 2022 Call Handling Reports
Non Emergency Call Handling (101) : Police Scotland
Police Scotland Service Centre
| Calls Received | Calls Discontinued | Average Time to Answer (seconds) | Longest Wait Time (hours:mins:seconds) |
| 127, 671 | 38,260 | 00:05:07 | 01:21:51 |
Emergency Call Handling (999) : Police Scotland
Police Scotland Service Centre
| Calls Received | Calls Discontinued | Average Time to Answer (seconds) | Longest Wait Time (mins:seconds) |
| 60,985 | 405 | 00:00:09 | 00:05:19 |
All statistics are provisional and should be treated as management information. All data have been extracted from Police Scotland internal systems and are correct as at 02 April 2022.
Explanation of the report data
Non-emergency Call Handling (101)
Calls Received
This section measures the volume of calls received from the public via the 101 telephony system. Other calls that are received via the service centres are NOT included in this measure, those calls would include 999 calls, alarm company lines and the Police Scotland staff absence line.
Calls Discontinued
This section measures the volume of calls received from the public via the 101 telephony system that are disconnected without the caller speaking to a service adviser.
Average time to answer (seconds)
This section measures the average (mean) time to answer calls from the public, received via the 101 telephony system, within the reported period.
Longest wait time (minutes:seconds)
This section measures the longest time a member of the public waited to be connected to a service adviser when calling via the 101 telephony system. Times are displayed in hours:minutes:seconds and are relevant for the reported period only.
Emergency Call Handling (999)
Calls Received
This section measures the volume of calls received from the public via the 999 telephony system. Other calls that are received via the service centre are NOT included in this measure. Those calls would include 101 calls, alarm company lines and the Police Scotland staff absence line.
Calls Discontinued
This section measures the volume of calls received from the emergency service provider via the 999 telephony system that are disconnected prior to answer at Police Scotland. Often a 999 call is disconnected due to the caller realising someone else has reported the matter to the police or the police attending as the caller is making the call.
Average time to answer (seconds)
This section measures the average (mean) time to answer calls from the public, received via the 999 telephony system, within the reported period.
Longest wait time (minutes:seconds)
This section measures the longest time a member of the public waited to be connected to a service adviser when calling via the 999 telephony system. Times are displayed in minutes:seconds and are relevant for the reported period only.
