Key Performance Indicators

Mobility Reservation Average Call Wait Time (in seconds)

Definition: Measures the average time a customer must wait in queue while making a Mobility reservation.

Performance (January 2017):

In January, did not meet the Target; the actual being 423 seconds.


  1. Encourage subscription trips to reduce reservation call volume
  2. Recommend customer use of the Interactive Voice Response (IVR) system and website for trip monitoring and cancellations
  3. Recommend customer calls during non-peak hours