311 call center metrics

Call volumes and call center service level by month

We track a lot of data to understand how our call center is performing. Some of the most important measures are the number of calls answered, calls transferred, and service level. Service level is a standard call center metric used to measure the quality and efficiency of a call center in providing service to customers, measured as a percentage of calls taken within a given time frame. Our current target service level is 80/60 - 80% of calls answered within 60 seconds.

These call center metrics are summarized by month and presented here. 

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