311 Call Center Metrics

About the Dashboard

The 311 Call Center dashboard allows you to explore customer service data. The dashboard displays monthly and daily call center performance metrics, including total calls received and answered, service level performance, overall answer rate, and average wait time. Residents can see trends for each measure and filter by date range.

Dashboard

NOTE: The data is updated once a month to show the previous month's data.

The dashboard provides detailed information about the following 311 Call Center metrics:

• Calls received and answered
• Percentage of calls answered within the service level
• Average wait time

Information is shown by month and day.

Data Source: 311 call center data comes from Cisco Webex.

Definitions

Calls Received

The number of inbound calls to the 311 English and Spanish queues.

Calls Answered

The number of inbound calls to 311 that were answered by a Customer Service Representative.

Call Center Performance

Service level agreements (SLAs) are performance benchmarks that measure the 311 department's progress toward its goals and objectives. The dashboard includes the following service level agreements and targets:

• Call Answer Rate: 96%
• Percent of Calls Answered Within 45 Seconds: 80%
• Caller Wait Time Goal: 30 seconds

Frequently Asked Questions (FAQs)

What is "Answer Rate"?

Answer rate is the percentage of all inbound calls that were answered by a call taker.

What does "Average Wait Time" measure?

Average wait time measures the average number of seconds callers wait in the queue before a call taker answers their call.

What are the goal lines displayed on each graph?

The goal lines on each graph represent performance targets for the metric being measured. Data above, on, or below the goal line indicates whether the target was met, depending on the metric.

If 96% of calls are answered by a call taker, what happened to the other 4%?

The remaining 4% of calls typically include callers who hang up before a Customer Service Representative answers or decide they no longer need to speak with 311. High call volume may also contribute to unanswered calls.

Additional 311 Information

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