calls presented - atl 311 · may 2016 # of calls handled within 5 minutes: 33,141 average call...
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Calls Presented: 33,633
Calls Handled: 32,981
Abandon Rate: 2%
Average Daily Volume: 1,571
Peak Day: May 2nd
Peak Volume: 2,159
Goal: Less Than or Equal to 5%
May 2016
# of Calls Handled within 5 Minutes: 33,141
Average Call Handling Time: 7:16
Goal: Less than or Equal to 5 Minutes
May 2016
Calls Answered within 20 Seconds: 26,484
Percentage of Calls Answered: 80%
Goal: 80% of all Calls Answered in 20 Seconds
May 2016
Total # of SRs:
Percentage of SRs routed correctly:
Total # of SRs for Fulfillment:
Percentage of Web SRs:
Percentage of Mobile SRs:
Goal: Route SR to Correct Department 90% of the Time
39,029
97%
15,260
27%
5%
#1 Web SR: Attorney Request/Title Company for Water & Sewer Account Information
#1 Mobile SR: Request for Court Date Reset
May 2016
Total # of SRs Processed:
Total # of SRs Processed Within SLA:
Percentage of SRs Processed Within SLA:
Goal: Process Fulfillment SRs Within 90% of the SLA
5,684
5,181
93%
May 2016
Calls Presented: 367,224
Calls Handled: 347,705
Abandon Rate: 5%
Avg Monthly Volume: 33,384
Peak Month: July 2015
Peak Volume: 37,141
Abandonment Rate Goal: Less Than or Equal to 5%
May 2016
