Fiscal Year 2020

        Calls Answered since 2009 - 1,541,173

 

311 has Spanish Speaking CSR's and access to language line

El 311 tiene disponible representantes de habla hispana y linea de acceso para otros idiomas

311 accepts call from TTY - 711 national relay service for those requiring assistance

 

Phone Statistics from July - February 2019

   

             

97,119

Calls Received        

92,314

 

 

Calls Answered

 

       
 ACTUAL            GOALS

4.9 %

Abandon   Caller hung up prior to CSR   answering   <6%
             
             
1:33

Talk

time

(Length of time on the phone)    
             

:20

ASA  How long to answer a call            :30 seconds
 

PCA ( Percentage of calls answered within 30 seconds)

86%

              85%

 

 

NEIGHBORHOOD REQUESTS - JULY - FEBRUARY

 

 

         

 December 2019 Statistics