MN SF4605

State departments and agencies operating call centers that accept inbound calls must answer 90 percent of incoming calls within 20 seconds.

"Answer" is defined as rendering requested assistance or accepting information necessary to process the call, excluding mere acknowledgments that a caller is waiting.

Call centers must track answer time metrics on an annual basis and publish the metrics on their department or agency website.

Applies to all state departments, agencies, and multimember agencies that operate inbound call centers.