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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 2025 with 102,419. Data in the table below.
Monthly Community Interactions
Month and Year Number of Interactions
May 2025 90,382
June 2025 96,046
July 2025 102,419
Aug. 2025 83,318
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

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. May 2025 and April 2026 were over the goal, all other months are under the goal. The highest percentage was 87.94% in April 2026 and the lowest was 59.4% in July 2025. Data is in the table below.

Monthly Service Level
Month and Year % Calls Answered in Under 30 Seconds
May 2025 85.6%
June 2025 63.3%
July 2025 59.4%
Aug. 2025 62.85%
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%

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 92.4% in May 2025 and a high of 98.3% in Nov. 2025. Data is in the table below.

Monthly Service Level
Month and Year % Call Quality
May 2025 92.40%
June 2025 95.7%
July 2025 96.0%
Aug. 2025 95.60%
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 92.8%

Top 10 Call Reasons

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

  1. Solid Waste Management: 18,907
  2. Transit: 7,252
  3. Animal Welfare: 4,984
  4. Police: 2,471
  5. Planning: 2,386
  6. Municipal Development: 2,235
  7. Arts & Culture: 1,198
  8. Albuquerque Community Safety: 1,108
  9. Parks & Recreation: 964
  10. Finance & Admin Services - 919

There were 4,066 non-City calls and 2,313 dead air, hang up, static, or wrong-number calls.