Performance Reports
Monthly Interactions Handled
Interactions: Total number of interactions with the Community Contact Center on a monthly basis.
Month and Year | Number of Interactions |
---|---|
March 2023 | 80,731 |
April 2023 | 81,260 |
May 2023 | 94,708 |
June 2023 | 93,299 |
July 2023 | 97,303 |
Aug. 2023 | 94,669 |
Sept. 2023 | 86,760 |
Oct. 2023 | 86,531 |
Nov. 2023 | 77,833 |
Dec. 2023 | 82,298 |
Jan. 2024 | 98,251 |
Feb. 2024 | 81,629 |
Monthly Service Level
Service Level: A measurement of the percentage of calls that are answered within a specific time frame. The goal for all calls is 80% answered in less than 30 seconds.
Month and Year | % Calls Answered in Under 30 Seconds |
---|---|
March 2023 | 93.39% |
April 2023 | 89.17% |
May 2023 | 86.23% |
June 2023 | 87.69% |
July 2023 | 84.07% |
Aug. 2023 | 84.54% |
Sept. 2023 | 83.61% |
Oct. 2023 | 84.87% |
Nov. 2023 | 85.07% |
Dec. 2023 | 86.70% |
Jan. 2024 | 84.04% |
Feb. 2024 | 80.01% |
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. The goal is to reach a minimum of 85% each month.
Month and Year | % Call Quality |
---|---|
March 2023 | 96.10% |
April 2023 | 94.40% |
May 2023 | 91.50% |
June 2023 | 95.40% |
July 2023 | 97.80% |
Aug. 2023 | 96.20% |
Sept. 2023 | 96.70% |
Oct. 2023 | 96.60% |
Nov. 2023 | 96.30% |
Dec. 2023 | 97.50% |
Jan. 2024 | 96.80% |
Feb. 2024 | 98.4% |
Top 10 Call Reasons
Top 10 reasons for January 2024 calls to 311 Community Contact Center:
- Transit - 17,245
- Solid Waste - 15,305
- Animal Welfare - 5,709
- Senior Affairs - 3,037
- Municipal Development - 2,194
- Police - 2,057
- Planning - 1,920
- Arts & Culture - 1,228
- Finance & Administrative - 871
- Albuquerque Community Safety - 590
There were 3,473 Non-City calls and 3,533 dead air, hangup, static, or wrong-number calls.