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.
| Month and Year | Number of Interactions |
|---|---|
| Dec. 2023 | 82,298 |
| Jan. 2024 | 98,251 |
| Feb. 2024 | 81,629 |
| March 2024 | 82,498 |
| April 2024 | 83,371 |
| May 2024 | 94,482 |
| June 2024 | 93,730 |
| July 2024 | 110,085 |
| Aug. 2024 | 98,074 |
| Sept. 2024 | 89,000 |
| Oct. 2024 | 92,589 |
| Nov. 2024 | 82,628 |
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.
| Month and Year | % Calls Answered in Under 30 Seconds |
|---|---|
| Dec. 2023 | 86.70% |
| Jan. 2024 | 84.04% |
| Feb. 2024 | 80.01% |
| March 2024 | 86.66% |
| April 2024 | 84.53% |
| May 2024 | 81.58% |
| June 2024 | 83.17% |
| July 2024 | 76.08% |
| Aug. 2024 | 85.92% |
| Sept. 2024 | 89.28% |
| Oct. 2024 | 83.21% |
| Nov. 2024 | 90.87% |
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.
| Month and Year | % Call Quality |
|---|---|
| Dec. 2023 | 97.5% |
| Jan. 2024 | 96.8% |
| Feb. 2024 | 98.4% |
| March 2024 | 98.1% |
| April 2024 | 98.5% |
| May 2024 | 97.5% |
| June 2024 | 98.4% |
| July 2024 | 98.10% |
| Aug. 2024 | 97.6% |
| Sept. 2024 | 96.2% |
| Oct. 2024 | 97.5% |
| Nov. 2024 | 96.00% |
Top 10 Call Reasons
Top 10 reasons for Nov. 2024 calls to 311 Community Contact Center:
- Solid Waste Management - 19,372
- Transit - 16,431
- Animal Welfare - 5,041
- Municipal Development - 2,819
- Police - 1,946
- Planning - 1,782
- Arts and Culture - 925
- Albuquerque Community Safety - 909
- Finance & Administrative Services - 810
- Parks & Recreation - 784
There were 3,980 non-City calls and 3,453 dead air, hangup, static, or wrong-number calls.