October 2023 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) |
| 112,070 | 28,196 | 00:03:48 | 01:03:11 |
Emergency Call Handling (999) : Police Scotland
Police Scotland Service Centre
| Calls Received | Calls Discontinued | Average Time to Answer (seconds) | Longest Wait Time (mins:seconds) |
| 64,323 | 297 | 00:00:07 | 00:05:01 |
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 of October 2023.
Contact Us Emails: Police Scotland Service Centre
|
Total Contact Us Emails received in Mailbox |
Total Number of webforms submitted |
Total webforms submitted as % of total Contact Us emails |
Total number of webforms submitted where dialled 101 first |
% of Total webforms submitted where dialled 101 first |
|
17,367 |
9,885 |
56.9% |
3,299 |
33.4% |
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 2 November 2023.
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.
Contact Us Email
Total Contact Us Emails received in Mailbox
This section measures the total number of Contact Us emails received into the mailbox for the time period specified.
Contact Us emails can come from senders using the Police Scotland Contact Us email address manually or from senders using the online reporting Contactus webform available on the Police Scotland Website.
This does not include the online reporting webforms which are submitted to report Lost Property/Hate Crime/Domestic Abuse/Stalking or Harassment.
Total Number of webforms submitted
This section shows the total number of Contact Us emails sent through the online reporting webforms available on the Police Scotland website.
Total webforms submitted as % of total Contact Us emails
This section measures the proportion of webforms submitted from the total number of Contact Us emails received.
Total number of webforms submitted where dialled 101 first.
