311 contact center monthly report - philadelphia monthly flash report 2019.pdf · monthly report...
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![Page 1: 311 Contact Center Monthly Report - Philadelphia Monthly Flash Report 2019.pdf · Monthly Report July 2019 Public. Top 20 Service Requests of the 30,537 Total Cases Submitted 0 500](https://reader035.vdocuments.us/reader035/viewer/2022062604/5fac3ba74e344b26d878d7ff/html5/thumbnails/1.jpg)
Contact Center Monthly Report
July 2019
Public
![Page 2: 311 Contact Center Monthly Report - Philadelphia Monthly Flash Report 2019.pdf · Monthly Report July 2019 Public. Top 20 Service Requests of the 30,537 Total Cases Submitted 0 500](https://reader035.vdocuments.us/reader035/viewer/2022062604/5fac3ba74e344b26d878d7ff/html5/thumbnails/2.jpg)
Top 20 Service Requests of the 30,537 Total Cases Submitted
0
500
1,000
1,500
2,000
2,500
3,000
3,500
4,000 3,993
3,195
2,733 2,553
2,397
1,726 1,673
1,038 871
782 775 660 624 586 586
427 392 386 383 330
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Service Tickets by Partner Agency
0
2,000
4,000
6,000
8,000
10,000
12,000
14,000 13,141
8,504
4,070
2,738
1,342
291 187 168 96
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Top 20 questions of the total 22,828 Information Requests
0 100 200 300 400 500 600 700 800 900
How do I contact Licenses and Inspections Business Offices?
What is the phone number to my local Police district?
What type of trash can I put on the curbside for pickup?
Where are the City Sanitation Convenience Centers?
How do I contact the Department of Revenue?
How can I find out if a property has violations, licenses or permits?
How do I renew my Trade License?
How can I reach my CITY COUNCIL representatives?
How can I contact the Philadelphia Water Department?
How do I obtain/renew a Housing Rental License?
Who do I call about rats in my neighborhood or home?
How can I get a permit to close my street for a block party or other event?
How do I obtain a copy of a police, traffic or incident report, background …
What is the Philadelphia Parking Authority?
What is the PHL City ID?
What is TURN?
How can I get a rubbish / recycling pickup?-SERVICE-REQUEST
What are the functions of Risk Management?
How do I temporarily prohibit parking for moving, delivery, short term …
How can I get a copy of a birth or death certificate?
865
720
606
452
376
359
339
334
331
318
300
284
283
246
242
240
234
229
220
206
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Philly311 Call Volume, Abandon and Service Level by Day
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
-
500
1,000
1,500
2,000
2,500
3,000 7
/1/2
01
9
7/2
/20
19
7/3
/20
19
7/4
/20
19
7/5
/20
19
7/6
/20
19
7/7
/20
19
7/8
/20
19
7/9
/20
19
7/1
0/2
01
9
7/1
1/2
01
9
7/1
2/2
01
9
7/1
3/2
01
9
7/1
4/2
01
9
7/1
5/2
01
9
7/1
6/2
01
9
7/1
7/2
01
9
7/1
8/2
01
9
7/1
9/2
01
9
7/2
0/2
01
9
7/2
1/2
01
9
7/2
2/2
01
9
7/2
3/2
01
9
7/2
4/2
01
9
7/2
5/2
01
9
7/2
6/2
01
9
7/2
7/2
01
9
7/2
8/2
01
9
7/2
9/2
01
9
7/3
0/2
01
9
7/3
1/2
01
9
Number of Calls Handled by Agent Number of Long Abandon Calls <45sec
Number of Short Abandon Calls >45sec Service Level - % Ans in 30 sec Goal>50%
July 2019
Week 1
(7/1/19-
7/5/19)
Week 2
(7/8/19-
7/12/19)
Week 3
(7/15/19-
7/19/19)
Week 4
(7/22/19-
7/26/19)
Calls Handled 8,015 8,778 9,577 9,493
Service Level (Goal 50%) 46% 11% 34% 19%
Average Speed of Answer (Goal <30 sec) 01:58 05:46 03:11 03:49
Average Talk Time 03:07 03:48 03:27 03:40
“Service Level” is the percentage of calls answered in less than 30 seconds. Our goal is 50%.
“Average Speed of Answer” is the average wait time the call experiences in queue.