Performance Reports
Monthly Interactions Handled
Interactions: Total number of interactions with the Community Contact Center on a monthly basis.
![Chart: Monthly Interactions Handled at 311. A bar graph showing the 311 Monthly Call Arrival for the past 12 months showing Call volumes increasing from the 81,629 in February of 2024 to the 90,000s for the warmer months in 2023. Call volumes begin to drop after September 2023 with a low of 77,833 in Nov. 2023.](https://www.cabq.gov/311/images/monthly-call-arrival/@@images/9f920e14-f462-43ad-815d-ee0710ab0adb.png)
Month and Year | Number of Interactions |
---|---|
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 |
Feb. 2024 | 81,629 |
March 2024 | 82,498 |
April 2024 | 83,371 |
May 2024 | 94,482 |
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 |
---|---|
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% |
Feb. 2024 | 80.01% |
March 2024 | 86.66% |
April 2024 | 84.53% |
May 2024 | 81.58% |
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 |
---|---|
June 2023 | 95.4% |
July 2023 | 97.8% |
Aug. 2023 | 96.2% |
Sept. 2023 | 96.7% |
Oct. 2023 | 96.6% |
Nov. 2023 | 96.3% |
Dec. 2023 | 97.5% |
Jan. 2024 | 96.8% |
Feb. 2024 | 98.4% |
March 2024 | 98.1% |
April 2024 | 98.5% |
May 2024 | 97.5% |
Top 10 Call Reasons
Top 10 reasons for May 2024 calls to 311 Community Contact Center:
- Solid Waste Management - 20,606
- Transit - 16,255
- Animal - Welfare 6,023
- Planning - 3,563
- Municipal Development - 2,806
- Police - 2,678
- Arts and Culture - 1,981
- Parks & Recreation - 1,424
- Financial & Admin - 1,008
- Environmental health - 698
There were 4,014 non-City calls and 2,577 dead air, hangup, static, or wrong-number calls.