Data catalogue
3–1–1 Contact Centre metrics data
Data custodian
Human Resources – 3-1-1 Contact Centre
Data currency comments
Data extract on this website is updated monthly.
Data set description
Contact Centre Metrics refer to the number of calls presented, handled, and abandoned at the Centre, as well as the average speed of answer by Customer Service Representatives (CSRs), the combination of which service level percentages are derived.
Data accuracy comments
Contact Centre Metrics are generated from data in the phone system.
Attributes
- Date: Day of the year when calls were presented to 3-1-1-‘s call queue. This field is in month/day/year format.
- Calls Offered: The number of calls that were presented to 3-1-1’s call queue
- Calls Handled: The number of calls that were taken by CSRs
- Calls Abandoned: The number of dropped calls or hang ups that occurred while a caller was waiting in the queue or during a call
- Average Speed of Answer: The average number of seconds a caller waited in the call queue before a CSR was able to answer the call.
- Service Level: Target percentage of times where calls were answered in 30 seconds or less. The service level target for each of years 2012 to 2014 is 80%. The service level target for 2011 was 70%.
Website for further information
Coordinate System
N/A
Data set details
From 2013
June 2009-2012
Notes
The 3-1-1 program was officially launched on June 15, 2009.
