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Finance committee hears 311 performance report as 'ATL 311' rebrand, IVR and CRM integration planned
Summary
City staff reported improved call-center metrics, a rebrand to ATL 311, chatbot and IVR upgrades, outreach to 4,400 residents and ongoing CRM/CRM-AIM integrations; committee asked for more granular dashboards and weekend staffing details.
City staff briefed the Finance Executive Committee on Nov. 12 about Atlanta's 311 customer-service operations, reporting both improved metrics and planned technology upgrades.
The 311 manager (Speaker 8) said dashboards built in Power BI show queue and handle times, top call types and SLA performance. "We have spoken to over 4,400 individuals out in the community," the presenter said, and noted average queue times and SLA closure…
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