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3-1-1 contact centre metrics

Contact Centre Metrics refer to the number of calls presented, handled, and abandoned at the Centre, as well as the average speed of answer by Customer Service Representatives (CSRs), the combination of which service level percentages are derived.

Note

The 3-1-1 program was officially launched on June 15, 2009.

Data currency

Data extract on this website is updated monthly.

Data accuracy

Contact Centre Metrics are generated from data in the phone system.

Websites for further information

Dataset Identifier
3-1-1-contact-centre-metrics
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JSON Schema

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