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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%

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