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Information about performance reports for 311.

Monthly Calls Handled

Call Arrival: total number of calls made to the Citizen Contact Center on a monthly basis.

Monthly Calls Handled

Monthly Service Level

Service Level: a measurement of the percentage of calls that are answered within a specific time frame.

Monthly Call Quality

Call Quality: consistency in the delivery of service to each and every citizen

Call quality is measured against a call quality guide developed by all levels of the organization that is reviewed quarterly and revised based on current trends.

Top 10 Reasons

Transit 57,848
Solid Waste 10,665
Animal Welfare 9,133
Cultural Services 4,428
Municipal Development 3,035
Finance & Administrative Services 1,224
Parks & Recreation 878
Environmental Health 731

There were 13,370 non-City calls and 7,237 dead air, hangup, static, or wrong-number calls to 311.

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