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Performance Reports
July 2009
Monthly Calls Handled
Call Arrival: total number of calls made to the citizen contact center on a monthly basis.
Monthly Service Level
Service Level: a measurement of the percentage of calls that are answered within a specific timeframe.
Monthly Call Quality
Call Quality: consistency in the delivery of service to each and every citizen
Call quality is measured against a call quality guide developed by all levels of the organization that is reviewed quarterly and revised based on current trends.