Contact Center Monthly Report

July 2019

Public

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

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

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

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.