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|
City Link Statistics
|
Time Period |
Calls Answered |
Average Speed of Answer |
Average Queue Time |
Average Handle Time |
Service Level %* |
|
|
|
(Seconds) |
(Seconds) |
(Seconds) |
|
| Previous Month |
Jan 12 |
26,199 |
36 |
40 |
192 |
78.00% |
| Fiscal Year 2012 |
Jul 11 - Dec 11 |
182,862 |
61 |
66 |
204 |
67.00% |
| Fiscal Year 2011 |
Jul 10 - Jun 11 |
295,729 |
64 |
71 |
205 |
65.50% |
Fiscal Year 2010 |
Jul 09 - Jun 10 |
264,520 |
82 |
88 |
207 |
58.60% |
| Fiscal Year 2009 |
Jul 08 - Jun 09 |
193,573 |
21 |
23 |
161 |
81.90% |
Fiscal Year
2008 |
Jul 07 - Jun 08 |
129,480 |
28 |
31 |
171 |
79.50% |
|
Program to Date
2007-2011 |
Jul 07 - 12 |
1,066,164 |
51 |
56 |
190 |
70.50% |
*Service Level:
The category "Service Level" tracks the % of calls answered within a defined time frame. The measure we use is 70% of calls within 30 seconds.
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