Citywide Telephone PerformanceLIVE DASHBOARD
Citizen queue answer rate per day; bold line is the 7-day average
Queue answer rate by weekday and hour, last 13 weeks
| Queue | Department | Calls | Answered | Δ answered pts | Avg ring | Abandoned | 13-month trend |
|---|
Average seconds of ringing per call · Analytics engine, latest data · queues with 200+ calls this month
Callers who hung up while waiting · Analytics engine window; partial months marked *
Citizen sessions touching two queues in sequence · share of those callers who ultimately reached a person · full data window
From the citizen accountability data · full data window · refreshed nightly
| Line | Dept signal | Calls |
|---|
| Line | Calls | Missed | Miss rate |
|---|
Citizen callers missed on a direct extension and never reconnected within 5 business days · full data window · refreshed nightly
Denominator: sessions old enough for the full 5-business-day window; recent sessions excluded.
| Line | Dept signal | Missed sess. | Eligible 5BD | Unrecovered 5BD | Recovered by 5BD |
|---|
Cumulative share of missed queue sessions that reconnected by each deadline · refreshed nightly
One fixed denominator: sessions old enough for the complete 5-business-day follow-up window. Rates are not added across deadlines; “Recovered by 5BD” + “Not recovered by 5BD” = 100%.
| Queue | Eligible 5BD | Recovered by 1BD | Recovered by 3BD | Recovered by 5BD | Not recovered by 5BD |
|---|
Business hours are Monday–Friday, 8:00 AM–4:59 PM
Staffed-hour performance is strong; the largest remaining citizen-experience gap is calls that arrive when offices are closed. That is the case for after-hours capture — AI answering, voicemail-to-ticket workflows, and published callback expectations — rather than additional daytime staffing.