2.16 311 Caller Wait Time (summary)
The Customer Relations Center (CRC) or Tempe 311 is often the first and possibly only contact a resident has with the City. Our goal is to make each interaction as smooth and efficient as possible. The 311 Customer Relations Center strives to achieve an average caller wait time of less than or equal to sixty seconds for 90% of phone calls to Tempe 311.This page provides data for the 311 Caller Wait Time performance measure.The performance measure dashboard is available at 2.16 Caller Wait Time.Data Dictionary Additional InformationSource: Cisco Unified Intelligence CenterContact: Moncayo, KimContact E-Mail: Kim_Moncayo@tempe.govData Source Type: ExcelPreparation Method: Contact Service Queue Call Distribution Summary Report will be pulled from Cisco Unified Intelligence Center. The total/percentage calls handled with queue time of 60 seconds will be extracted from this report.Publish Frequency: QuarterlyPublish Method: Manual
Complete Metadata
| @type | dcat:Dataset |
|---|---|
| accessLevel | public |
| contactPoint |
{
"fn": "TempeData",
"@type": "vcard:Contact",
"hasEmail": "mailto:data@tempe.gov"
}
|
| description | <p>The Customer Relations Center (CRC) or Tempe 311 is often the first and possibly only contact a resident has with the City. Our goal is to make each interaction as smooth and efficient as possible. The 311 Customer Relations Center strives to achieve an average caller wait time of less than or equal to sixty seconds for 90% of phone calls to Tempe 311.</p><p>This page provides data for the 311 Caller Wait Time performance measure.</p><p>The performance measure dashboard is available at <a target='_blank' href='https://strong-community-connections-tempegov.hub.arcgis.com/pages/311-caller-wait-time' rel='nofollow ugc noopener noreferrer'>2.16 Caller Wait Time</a>.</p><p><a target='_blank' href='https://tempe.gitbook.io/data-dictionary/2.16-311-caller-wait-time' rel='nofollow ugc noopener noreferrer'><strong>Data Dictionary </strong></a></p><p><span style='font-size:18px;'><strong>Additional Information</strong></span></p><p><strong>Source:</strong> Cisco Unified Intelligence Center</p><p><strong>Contact:</strong> Moncayo, Kim</p><p><strong>Contact E-Mail:</strong> Kim_Moncayo@tempe.gov</p><p><strong>Data Source Type:</strong> Excel</p><p><strong>Preparation Method:</strong> Contact Service Queue Call Distribution Summary Report will be pulled from Cisco Unified Intelligence Center. The total/percentage calls handled with queue time of 60 seconds will be extracted from this report.</p><p><strong>Publish Frequency:</strong> Quarterly</p><p><strong>Publish Method:</strong> Manual</p> |
| distribution |
[
{
"@type": "dcat:Distribution",
"title": "CSV",
"format": "CSV",
"accessURL": "https://data.tempe.gov/api/download/v1/items/fdfdf45412764e35a6cbbdbc9a91c0b0/csv?layers=0",
"mediaType": "text/csv"
},
{
"@type": "dcat:Distribution",
"title": "GeoJSON",
"format": "GeoJSON",
"accessURL": "https://data.tempe.gov/api/download/v1/items/fdfdf45412764e35a6cbbdbc9a91c0b0/geojson?layers=0",
"mediaType": "application/vnd.geo+json"
},
{
"@type": "dcat:Distribution",
"title": "KML",
"format": "KML",
"accessURL": "https://data.tempe.gov/api/download/v1/items/fdfdf45412764e35a6cbbdbc9a91c0b0/kml?layers=0",
"mediaType": "application/vnd.google-earth.kml+xml"
},
{
"@type": "dcat:Distribution",
"title": "Shapefile",
"format": "ZIP",
"accessURL": "https://data.tempe.gov/api/download/v1/items/fdfdf45412764e35a6cbbdbc9a91c0b0/shapefile?layers=0",
"mediaType": "application/zip"
},
{
"@type": "dcat:Distribution",
"title": "ArcGIS Hub Dataset",
"format": "Web Page",
"accessURL": "https://data.tempe.gov/datasets/tempegov::2-16-311-caller-wait-time-summary",
"mediaType": "text/html"
},
{
"@type": "dcat:Distribution",
"title": "ArcGIS GeoService",
"format": "ArcGIS GeoServices REST API",
"accessURL": "https://services.arcgis.com/lQySeXwbBg53XWDi/arcgis/rest/services/2_16_311_Caller_Wait_Time_(summary)/FeatureServer/0",
"mediaType": "application/json"
}
]
|
| identifier | https://www.arcgis.com/home/item.html?id=fdfdf45412764e35a6cbbdbc9a91c0b0&sublayer=0 |
| issued | 2019-11-14T22:16:35.000Z |
| keyword |
[
"311 Caller Wait Time (PM 2.16)",
"Strong Community Connections",
"hold time",
"on hold",
"phone",
"queue time",
"wait time"
]
|
| landingPage | https://data.tempe.gov/datasets/tempegov::2-16-311-caller-wait-time-summary |
| license | https://creativecommons.org/licenses/by/4.0 |
| modified | 2025-09-08T20:18:52.977Z |
| publisher |
{
"name": "City of Tempe"
}
|
| spatial |
""""
|
| theme |
[
"geospatial"
]
|
| title | 2.16 311 Caller Wait Time (summary) |
