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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 56,979
Solid Waste 8,928
Animal Welfare 7,359
Municipal Development
2,583
Police
2,366
Cultural Services 2,317
DFAS 1,243
Water 1,195
Planning
1,047
Parks & Recreation
740

There were 9,698 non-City calls and 6,479 dead air, hangup, static, or wrong-number calls to 311.

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