Performance Reports
Information about performance reports for 311.
Monthly Interactions Handled
Interactions: Total number of interactions with the Community Contact Center on a monthly basis.
| Month and Year | Number of Interactions |
|---|---|
| Dec. 2022 | 76,333 |
| Jan. 2023 | 77,480 |
| Feb. 2023 | 72,898 |
| 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 |
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 |
|---|---|
| Dec. 2022 | 93.26% |
| Jan. 2023 | 94.17% |
| Feb. 2023 | 89.01% |
| 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% |
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 |
|---|---|
| Dec. 2022 | 98.30% |
| Jan. 2023 | 97.60% |
| Feb. 2023 | 97.80% |
| 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% |
Top 10 Call Reasons
Top 10 reasons for November 2023 calls to 311 Community Contact Center:
- Transit - 18,432
- Solid Waste - 16,014
- Animal Welfare - 5,781
- Police - 2,238
- Planning - 1,910
- Municipal Development - 1,890
- Arts & Culture -1,179
- Finance & Administrative - 1,167
- Family & Community Services - 736
- Parks & Recreation - 690
There were 3,659 Non-City calls and 3,257 dead air, hangup, static, or wrong-number calls.