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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

TopicCalls
Transit 53,115
Solid Waste 10,722
Animal Welfare 7,884
Municipal Development 2,341
Police 2,122
Cultural Services 2,084
Planning 1,156
Finance & Administrative Services 1,068
Family & Community Services 790
Parks & Recreation 536

There were 10,754 non-City calls and 5,873 dead air, hangup, static, or wrong-number calls to 311.

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