Customer call waiting times for the council

I am writing to request information under the Freedom of Information Act 2000 relating to customer call waiting times for your council. Specifically, I would like to request the following information for the calendar years 2023, 2024 and 2025:

1.Total time spent on hold by callers to your council's customer contact centre(s), broken down by month (e.g. January 2023, February 2023, etc.).

2.Total number of incoming calls that were placed on hold each month.

3.Where available, for each month:

(a) The number of calls answered by an agent after being placed on hold.

(b) The number of calls abandoned by the caller (i.e. callers who hung up while on hold). If this information is recorded across multiple customer contact centres, departments, or phone systems, please provide the aggregated totals for the council where possible.

I can confirm that the information requested is held by Lincolnshire County Council. I have detailed below the information that is being released to you. 

1. See table below

Total hold time in mins per month for inbound lines:

2.See table below

Number of times on hold per month, inbound lines:

3a-b. Information not held