2006 311 Performance Report

 

January

February

March

April

May

June

July

August

September

October

November

December

TOTAL

Calls Answered (M - F)

18770

18369

26025

26400

34214

35943

33064

35981

28902

30760

29879

25121

343428

Days Open

18

20

23

20

23

22

20

23

20

22

21

20

252

Average Calls Anwered per Day
(M - F)

1043

918

1132

1320

1488

1634

1653

1564

1445

1398

1423

1256

1363

Average Calls Answered per Day
(M-F) YTD

1043

981

1031

1103

1180

1256

1312

1344

1355

1359

1365

1356

1357

Average Service Level

92.2%

93.2%

97.2%

95.0%

90.6%

88.1%

85.2%

87.2%

87.0%

91.2%

88.5%

94.3%

 

Average Service Level YTD

92.2%

92.7%

94.2%

94.7%

93.6%

92.2%

91.0%

90.4%

90.0%

90.1%

90.0%

90.3%

90.30%

Average Speed of Answer

7 secs.

7 secs.

6secs.

9 secs.

11 secs.

12 secs.

13 secs.

11 secs.

11 secs.

10 secs.

12 secs.

8 secs.

 

Average Speed of Answer YTD

7 secs.

7 secs.

7 secs.

7 secs.

8 secs.

9 secs.

10 secs.

10 secs.

11 secs.

11 secs.

11 secs.

10 secs.

10 secs.

Emails Handled *

0

0

91

873

1119

984

1300

3194

1541

1881

2569

1186

14738

Peak Day Volume

1142

1164

1731

1632

2033

2079

2146

3195

2106

1907

2885

1615

 

Peak Date

Monday, Jan. 30

Tuesday, Feb. 21

Friday, March 17

Monday, April 24

Tuesday, May 30

Monday, June 19

Monday, July 31

Tuesday, August 29

Tuesday, Sept. 6

Monday, Oct. 30

Monday, Nov. 20

Monday, Dec. 11

 

First Call Resolution

60%

64%

69%

69%

70%

70%

71%

70%

72%

72%

72%

72%

 

First Call Resolution - YTD

60%

62%

64%

66%

67%

68%

68%

69%

69%

69%

69%

70%

70%

Quality Assurance

             

63

64.5

66.33

66.5

73.0

 

Customer Satisfaction

                         

* Procenter Routing and Tracking of Emails started in March
Note: July calls answered do not include 678 calls answered on Saturday July 15 and Saturday July 22

Last updated Oct 4, 2011