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 |
1043 |
918 |
1132 |
1320 |
1488 |
1634 |
1653 |
1564 |
1445 |
1398 |
1423 |
1256 |
1363 |
|
Average Calls Answered per Day |
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 |
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|
Customer Satisfaction |
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* Procenter Routing and Tracking of Emails started in March |
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Last updated Oct. 4, 2011