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    Location:
    One Civic Plaza, NW
    Albuquerque NM 87102

    Phone:
    (505) 468-7000

    Fax:
    (505) 462-9813

    Hours:
    Monday - Friday
    8 a.m. - 5 p.m.

    Email:
     
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    Measure Overview

    # Performance Measure Strategic Plan Goal Business Strategy
    P108

    Calls at Contact Center answered within 30 seconds (%)

    Public Infrastructure

    Increased Efficiency

    Why is this measure important?

    This is measured to show how quickly and expeditiously the incoming calls are answered.  This impacts customer experience.

    Where does the data come from?

    Cisqo Call Manager; Run Report

    How is the measure calculated?

    Data from system, calculates # of seconds from ring time to answer

    Who to contact if you have questions?

    Stephanie Barrientes

    Additional Information

     


     

    FY17 Target

    85%

    FY18 Target

    90%

    Trend Analysis

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