CustomerService CallLogs

This dataset provides a monthly look at call activity for the City of Aurora’s customer service line. Most resident calls occur during standard business hours, with noticeable increases in the mid-afternoon. Staff respond to the majority of calls directly, with very few missed calls. Call durations range from quick questions to longer conversations that involve detailed service requests or follow-up. Outbound calls from staff also play a significant role, showing the city’s commitment to returning calls and resolving issues. These insights help the city understand resident communication patterns and maintain a responsive customer service experience.