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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.

A bar graph showing the 311 Monthly Call Arrival for the past 12 months showing Call volumes mostly in the 70,000 to 80,000s. Call volumes are at a low of 69,273 in Feb. 2026 and peaked in July 2026 with 87,850. Data in the table below.
Monthly Community Interactions
Month and Year Number of Interactions
Sept. 2025 79,793
Oct. 2025 80,316
Nov. 2025 71,656
Dec. 2025 79,202
Jan. 2026 78,182
Feb. 2026 69,273
March 2026 80,120
April 2026 77,059
May 2026 77,986
June 2026 81,170
July 2026 87,850
Aug. 2026 72,387

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.

A bar graph showing percentages for the Monthly Service Level over the past year compared to the 80% goal. Aug. 2025 to March 2026 were under goal, April 2026 and later are over the goal. Aug. 2026 drops back down to 72.81%. The highest percentage was 88.16% in June 2026 and the lowest was 60.36% in Jan. 2025. Data is in the table below.

Monthly Service Level
Month and Year % Calls Answered in Under 30 Seconds
Sept. 2025 63.03%
Oct. 2025 72.64%
Nov. 2025 78.57%
Dec. 2025 74.74%
Jan. 2026 60.36%
Feb. 2026 65.30%
March 2026 74.39%
April 2026 87.94%
May 2026 86.88%
June 2026 88.16%
July 2026 85.73%
Aug. 2026 72.81%

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.

A bar graph showing the Monthly call quality for 311 calls over the past year compared to the 85% goal. The actual quality is between a low of 90.1% in June 2026 and a high of 98.3% in Nov. 2025. Data is in the table below.

Monthly Service Level
Month and Year % Call Quality
Sept. 2025 96.40%
Oct. 2025 94.90%
Nov. 2025 98.30%
Dec. 2025 96.70%
Jan. 2026 94.90%
Feb. 2026 94.80%
March 2026 95.20%
April 2026 92.80%
May 2026 90.30%
June 2026 90.10%
July 2026 92.70%
Aug. 2026 94.93%

Top 10 Call Reasons

Top 10 reasons for Aug. 2026 calls to 311 Community Contact Center:

  1. Solid Waste Management: 18,921
  2. Transit: 5,875
  3. Animal Welfare: 4,720
  4. Planning: 3,080
  5. Police: 2,578
  6. Municipal Development: 2,452
  7. Parks & Recreation: 1,100
  8. Albuquerque Community Safety: 1,028
  9. Finance & Admin Services - 1,027
  10. Environmental Health: 709

There were 3,878 non-City calls and 2,097 dead air, hang up, static, or wrong-number calls.