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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 increasing from the 72,898 in Feb. of 2023 to the 90,000s for the warmer months in 2023. Call volumes begin to drop after August 2023 with a low of 77,833 in Nov. and then increase to a high of 98,251 in Jan. 2024.
Monthly Community Interactions: Ranges Between 72,000 and 99,000
Month and Year Number of Interactions
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
Dec. 2023 82,298
Jan. 2024 98,251

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. Every month has been over the goal with the lowest being 83.61% in Sept. 2023 and the highest being 93.39% in March 2023. Data is in the table below.

Monthly Service Level: Ranges Between 80% and 100%
Month and Year % Calls Answered in Under 30 Seconds
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%
Dec. 2023 86.70%
Jan. 2024 84.04%

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 line graph showing the Monthly call quality for 311 calls over the past year compared to the 85% goal line. The actual quality is between 91.5% and 97.8% with a decrease from Feb. 2023 to a low of 91.5% in May 2023 then an increase to 97.8% in July before maintaining in the 96% to 97% range. Data is in the table below.

Monthly Service Level: Ranges Between 90% and 100%
Month and Year % Call Quality
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%
Dec. 2023 97.50%
Jan. 2024 96.80%

Top 10 Call Reasons

Top 10 reasons for January 2024 calls to 311 Community Contact Center:

  1. Solid Waste - 19,576
  2. Transit - 18,061
  3. Animal Welfare - 5,952
  4. Senior Affairs - 2,472
  5. Municipal Development - 2,320
  6. Police - 2,055
  7. Planning - 1,897
  8. Finance & Administrative - 828
  9. Arts & Culture - 698
  10. Albuquerque Community Safety - 589

There were 3,427 Non-City calls and 3,476 dead air, hangup, static, or wrong-number calls.