| % of calls answered within 60 secondsWTR-Water |
Analysis | |
Monthly Analysis: While the service level was still under the goal, great improvement was made in the monthly performance.
FY21 Summary: COVID impacts, high call volume, increased average handle time, high absenteeism and staffing shortages all contributed to the low service level for FY21.
Measure Definition & Importance |
The report that is run in the Avaya Call Management System (CMS) is system formulated to provide the actual service level upon running the report. The calculation used is the total number of calls answered within 60 seconds / the total number of calls received.
Actual = (# answered within 60 seconds / # of inbound calls)*100
Attributes |
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WTR.4.1 Customer Satisfaction
WTR-Water
% of calls answered w/in 60 seconds |
Attachments |
| AWWA Benchmarking |
Service Level |
Measure Data | Last Calculated 3 days ago |
| Period | | Status | % answered within 60 seconds | Overall Target | High Variance (FY Target) | Low Variance |
|---|---|---|---|---|---|---|
| Oct-18 | | On Target | 88.66% | 80.00% | 75.00% | |
| Nov-18 | | On Target | 93.12% | 80.00% | 75.00% | |
| Dec-18 | | On Target | 96.69% | 80.00% | 75.00% | |
| Jan-19 | | On Target | 96.35% | 80.00% | 75.00% | |
| Feb-19 | | On Target | 95.46% | 80.00% | 75.00% | |
| Mar-19 | | On Target | 93.50% | 80.00% | 75.00% | |
| Apr-19 | | On Target | 93.45% | 80.00% | 75.00% | |
| May-19 | | On Target | 92.04% | 80.00% | 75.00% | |
| Jun-19 | | On Target | 90.93% | 80.00% | 75.00% | |
| Jul-19 | | On Target | 88.28% | 80.00% | 75.00% | |
| Aug-19 | | On Target | 85.45% | 80.00% | 75.00% | |
| Sep-19 | | On Target | 82.74% | 80.00% | 75.00% | |
| Oct-19 | | On Target | 89.33% | 80.00% | 75.00% | |
| Nov-19 | | On Target | 89.91% | 80.00% | 75.00% | |
| Dec-19 | | On Target | 95.64% | 80.00% | 75.00% | |
| Jan-20 | | On Target | 97.19% | 80.00% | 75.00% | |
| Feb-20 | | On Target | 96.59% | 80.00% | 75.00% | |
| Mar-20 | | On Target | 94.42% | 80.00% | 75.00% | |
| Apr-20 | | On Target | 86.99% | 80.00% | 75.00% | |
| May-20 | | On Target | 87.53% | 80.00% | 75.00% | |
| Jun-20 | | Insufficient Progress | 62.39% | 80.00% | 75.00% | |
| Jul-20 | | Insufficient Progress | 29.55% | 80.00% | 75.00% | |
| Aug-20 | | Insufficient Progress | 57.01% | 80.00% | 75.00% | |
| Sep-20 | | Insufficient Progress | 67.12% | 80.00% | 75.00% | |
| Oct-20 |  | Lagging | 83.00% | 85.00% | 85.00% | 80.00% |
| Nov-20 | | Insufficient Progress | 61.80% | 85.00% | 85.00% | 80.00% |
| Dec-20 | | Insufficient Progress | 46.50% | 85.00% | 85.00% | 80.00% |
| Jan-21 | | Insufficient Progress | 35.80% | 85.00% | 85.00% | 80.00% |
| Feb-21 | | Insufficient Progress | 45.50% | 85.00% | 85.00% | 80.00% |
| Mar-21 | | Insufficient Progress | 47.80% | 85.00% | 85.00% | 80.00% |
| Apr-21 | | Insufficient Progress | 67.80% | 85.00% | 85.00% | 80.00% |
| May-21 | | Insufficient Progress | 78.00% | 85.00% | 85.00% | 80.00% |
| Jun-21 | | Insufficient Progress | 67.80% | 85.00% | 85.00% | 80.00% |
| Jul-21 | | Insufficient Progress | 58.20% | 85.00% | 85.00% | 80.00% |
| Aug-21 | | Insufficient Progress | 40.80% | 85.00% | 85.00% | 80.00% |
| Sep-21 | | Insufficient Progress | 76.10% | 85.00% | 85.00% | 80.00% |
| Oct-21 |  | Monitoring/No Info | ||||
| Nov-21 | | Monitoring/No Info | ||||
| Dec-21 | | Monitoring/No Info | ||||
| Jan-22 | | Monitoring/No Info | ||||
| Feb-22 | | Monitoring/No Info | ||||
| Mar-22 | | Monitoring/No Info | ||||
| Apr-22 | | Monitoring/No Info | ||||
| May-22 | | Monitoring/No Info | ||||
| Jun-22 | | Monitoring/No Info | ||||
| Jul-22 | | Monitoring/No Info | ||||
| Aug-22 | | Monitoring/No Info | ||||
| Sep-22 | | Monitoring/No Info |
Data Source Details & Calculation Information |
The data is retrieved from the Avaya Call Management System (CMS). This is a permissions based application on the desktops of all Water Customer Service Supervisors and the Call Center Analyst and Quality Improvement Specialists. The specific reports that are queried are the Multi Skill Summary Interval (Custom 1) and Multi Date Skill Summary Monthly (Custom 1). The reports are run and and the data is collected, exported, compiled and maintained by the Call Center Analyst.
The calculation used is the total number of calls answered within 60 seconds / the total number of calls received.
Measure Type |
Performance Liaison |
| DW | Donail Williams (WTR- Water) |
Data Owner |
Target Type |
Measure ID |
Administrator Notes |
Performance Liaison Notes |