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 |
|---|---|
| Sept. 2022 | 69,036 |
| Oct. 2022 | 66,026 |
| Nov. 2022 | 60,715 |
| Dec. 2022 | 61,695 |
| Jan. 2023 | 62,584 |
| Feb. 2023 | 59,778 |
| March 2023 | 66,283 |
| April 2023 | 81,260 |
| May 2023 | 94,708 |
| June 2023 | 93,299 |
| July 2023 | 97,303 |
| Aug. 2023 | 94,668 |
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 |
|---|---|
| Sept. 2022 | 90.06% |
| Oct. 2022 | 92.01% |
| Nov. 2022 | 90.61% |
| 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% |
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 |
|---|---|
| Sept. 2022 | 98.30% |
| Oct. 2022 | 97.40% |
| Nov. 2022 | 97.70% |
| Dec. 2022 | 98.30% |
| Jan. 2023 | 97.60% |
| Feb. 2023 | 97.80% |
| March 2023 | 95.10% |
| April 2023 | 94.40% |
| May 2023 | 91.50% |
| June 2023 | 95.40% |
| July 2023 | 97.70% |
| Aug. 2023 | 96.20% |
Top 10 Call Reasons
Top 10 reasons for August 2023 calls to 311 Community Contact Center:
- Transit - 20,913
- Solid Waste - 18,801
- Animal Welfare - 6,836
- Planning - 3,162
- Municipal Development - 2,960
- Police - 2,844
- Parks & Recreation - 1,306
- Arts & Culture -1,245
- Environmental Health - 926
- Finance & Administrative - 877
There were 4,715 Non-City calls and 3,738 dead air, hangup, static, or wrong-number calls.