This operations dashboard shows historic and current data related to this performance measure.,

,The Customer Relations Center (CRC) or Tempe 311 is often the first and possibly only contact a resident has with the City. Our goal is to make each interaction as smooth and efficient as possible. The 311 Customer Relations Center strives to achieve an average caller wait time of less than or equal to sixty seconds for 90% of phone calls to Tempe 311.,This page provides data for the 311 Caller Wait Time performance measure.,The performance measure dashboard is available at 2.16 Caller Wait Time.,Additional Information,Source: Cisco Unified Intelligence Center,Contact: Moncayo, Kim,Contact E-Mail: Kim_Moncayo@tempe.gov,Data Source Type: Excel,Preparation Method: Contact Service Queue Call Distribution Summary Report will be pulled from Cisco Unified Intelligence Center. The total/percentage calls handled with queue time of 60 seconds will be extracted from this report.,Publish Frequency: Quarterly,Publish Method: Manual,Data Dictionary,,

This data set contains wait times experienced by individuals who request an interpreter during their calls to 311. For more data about 311 calls, please refer to the 311 Call Center Inquiry dataset. For more information on NYC311 Language Access, please refer to https://portal.311.nyc.gov/article/?kanumber=KA-03541.

This operations dashboard shows historic and current data related to this performance measure.,

This data shows the source of 311 requests and the wait time to speak to an agent when dialing 311 for years 2013-2014. For the new 311 dataset (refreshed daily), see https://data.lacity.org/A-Well-Run-City/MyLA311-Service-Request-Data-2016/ndkd-k878

This operations dashboard shows historic and current data related to this performance measure.,

,The Customer Relations Center (CRC) or Tempe 311 is often the first and possibly only contact a resident has with the City. Our goal is to make each interaction as smooth and efficient as possible. Our goal is to achieve a response rate to the Tempe 311 inbox messages (emails to 311, voicemails, emails from tempe.gov, work requests) of less than or equal to 1 business day for 90% of inquiries.,This page provides data for the 311 Email Response Time performance measure.,The performance measure dashboard is available at 2.17 311 Email Response Time.,Additional Information,Source: tempe.gov and Accela CRM,Contact: Moncayo, Kim,Contact E-Mail: Kim_Moncayo@tempe.gov,Data Source Type:,Preparation Method: All emails or voice messages from the Tempe311 inbox are entered into Accela CRM as a work order or a request. An excel report is pulled from Accela CRM of all Tempe311 Inbox entries and then checked and verified for response time.,Publish Frequency: Quarterly,Publish Method: Manual,Data Dictionary,,

To make 311 effective for residents, visitors, and business owners, 311 representatives must respond to calls in a timely and accurate manner.

This dataset captures monthly data from HSS' phone system and includes metrics pertaining to Calls Answered, Average Speed of Answer, Abandonment Rate, In-person Assistance. This data supports the City's Performance Measures requirements. In April of 2023 HSS switched to a new phone system - WEBEX (Finess).