2.16 311 Caller Wait Time (summary)

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. Data Dictionary Additional Information Source: Cisco Unified Intelligence Center Contact: Moncayo, Kim Contact E-Mail: [e-mail] 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客户关系中心（Customer Relations Center）亦称坦佩311热线，通常是居民与所在城市政府接触的首要乃至唯一渠道。本中心的目标是让每一次互动都尽可能流畅高效。坦佩311客户关系中心致力于达成绩效目标：90%打入坦佩311热线的来电，其平均等待时长不超过60秒。本页面提供311热线来电等待时长绩效指标的相关数据。绩效指标仪表盘可通过「2.16 来电等待时长」板块访问。 数据字典附加信息来源：思科统一情报中心（Cisco Unified Intelligence Center） 联系人：金·蒙卡约 联系邮箱：[e-mail] 数据源类型：Excel 数据制备方法：从思科统一情报中心调取「话务服务队列呼叫分配汇总报告」，并从该报告中提取等待时长不超过60秒的已处理通话的总数量及占比数据。 发布频率：季度 发布方式：手动