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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 57,760
Solid Waste 12,973
Animal Welfare 7,919
Cultural Services 5,026
Municipal Development 2,573
Police 2,292
Finance & Administrative Services 1,171
Planning 1,069
Family & Community Services 787
Environmental Health 522

There were 10,794 non-City calls and 6,873 dead air, hangup, static, or wrong-number calls to 311.

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