About this Dataset

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.

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
Organization: City of Tempe
Last updated: 2024-02-09T15:08:07.368431
Tags: 311-caller-wait-time-pm-2-16, hold-time, on-hold, phone, queue-time, strong-community-connections, wait-time

Tables

Table 1

@usgov.city_of_tempe_2_16_311_caller_wait_time_summary_932fa.table_1

8.85 kB
60 rows
9 columns

CREATE TABLE table_1 (
  "type" VARCHAR,
  "csq_name" VARCHAR,
  "year" BIGINT,
  "quarter" VARCHAR,
  "date" TIMESTAMP,
  "calls_handled" DOUBLE,
  "calls_answered_in_0_60_sec" DOUBLE,
  "percent_calls_answered_in_0_60" DOUBLE,
  "objectid" BIGINT
);