This measurement is the percentage of calls answered within 14 seconds divided by the total number of calls received. Due to the serious nature of calls received by communications it is critical that all calls for service are answered quickly.  Citizens are often calling due to a life-theatening situation.  

The information is gathered from data from our Positron phone system and Symposium telephone switch.  It is then entered into a spreadsheet to capture data.  The report was created and is stored in Positron MIS. I pull up the report which is called “calls in queue by ½ hour”. I put in the date range and once the report is generated, I manually type the numbers into a spread sheet stored on my computer called “calls in queue 2016”.  The MIS report was created by me and the only parameters we built into the report was, we consider a call in queue anything not answered 15 seconds or more. This report is generated in a PDF and I retype into excel.

Actual = ( Calls answered within 15 seconds / total calls received )*100