2008

January

February

March

April

May

June

July

August

September

October

November

December

TOTAL

Calls Answered (M - F)

31950

29546

32678

40146

38731

41113

43250

39337

38867

40754

28456

31456

436284

Days Open

21

20

21

22

21

21

22

23

22

22

18

23

256

Average Calls Answered per Day (M - F)

1521

1477

1556

1825

1844

1958

1966

1710

1767

1852

1581

1368

Average Calls Answered per Day (M-F) YTD

1521

1500

1519

1618

1648

1700

1739

1746

1748

1758

1737

1704

Average Service Level

91.4%

91.1%

85.6%

72.7%

77.2%

68.9%

64.5%

77.4%

85.5%

83.1%

88.3%

92.6%

Average Service Level YTD

91.4%

91.3%

89.3%

84.2%

82.7%

80.0%

77.3%

77.3%

78.3%

78.8%

79.5%

80.4%

Average Speed of Answer

9 secs.

11 secs.

15 secs

24 secs.

16 secs.

24 secs.

31 secs.

21 secs.

15 secs.

16 secs.

12 secs.

10 secs.

Average Speed of Answer YTD

9 secs.

10 secs.

12 secs

15 secs.

16 secs.

17 secs.

19 secs.

20 secs.

19 secs.

19 secs.

18 secs.

18 secs

Emails Handled

1880

1470

1453

2192

2865

4227

2423

1613

3779

1495

1095

1500

25992

Web Chat

89

99

102

131

123

134

87

58

55

15

893

Peak Day Volume

2106

2050

2134

2417

2666

2630

2808

2354

2428

2661

2672

2043

Peak Date

Tuesday, Jan 22

Tuesday, Feb 19

Monday, Mar 31

Monday, April 21

Tuesday, May 27

Monday, June 9

Tuesday, July 7

Monday, Aug 4

Monday, Sept 8

Tuesday, Oct 14

Monday, Nov. 3

Monday, Dec. 22

First Call Resolution

79.4%

79.5%

79.6%

82.0%

80.6%

81.5%

81.9%

80.8%

80.0%

81.2%

80.6%

80.3%

First Call Resolution - YTD

79.4%

79.5%

79.5%

80.3%

80.3%

80.6%

80.8%

80.8%

80.7%

80.8%

80.7%

80.7%

Quality Assurance

74.0

74.0

77.0

78.0

80.0

77.0

79.0

*

80.0

78.0

79.0

77.0

Customer Satisfaction

71

77

* No QA Call Recordings prior to August 14th.

311 was open Weekend of Aug 30 & 31 and Labor Day Sept 1 for RNC

311 was open Saturday November 1 to assist with Election Calls