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Performance Reports

Information about performance reports for 311.

Monthly Interactions Handled

Interactions: Total number of interactions with the Citizen Contact Center on a monthly basis.

Monthly Interactions Handled

Monthly Service Level

Service Level: A measurement of the percentage of calls that are answered within a specific time frame.

Monthly Service Level

Monthly Call Quality

Call Quality: Consistency in the delivery of service to each and every citizen.

Monthly Call Quality

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 Call Reasons

Top 10 reasons for October 2018 calls to 311 Citizens Call Center:

  1. Transit - 19,725
  2. Solid Waste - 11,142
  3. Animal Welfare - 7,145
  4. Police - 2,608
  5. Municipal Development - 2,392
  6. Planning - 2,314
  7. Cultural Services - 2,081
  8. Finance & Administrative Services - 1,042
  9. Family & Community - 657
  10. Environmental Health - 601

There were 7,037 non-City calls and 3,761 dead air, hangup, static, or wrong-number calls to 311.