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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 58,946
Solid Waste 11,273
Animal Welfare 9,374
Cultural Services 3,749
Municipal Development
Police 2,861
Parks & Recreation 1,595
Finance & Administrative Services 1,445
Environmental Health 1,031

There were 12,889 non-City calls and 7,622 dead air, hangup, static, or wrong-number calls to 311.

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