Page 12 - FY2017 Annual Report GA Department of Driver Services (DDS)

FY2017 Help Desk Performance Statistics

Total Calls Offered (Skill Set Only) 149,733

Total Calls Answered 147,761

% Calls Answered within 60 seconds 91.90%

% Calls Abandoned 1.50%

% Not Ready 24%
12,313
Average Calls per Agent
(skill set + manual)

• Continued Focus on Field Performance Measures

CUSTOMERS NUMBER OF NUMBER OF

AVERAGE SERVED WITHIN 30 CSC's MEETING CSC's WITH AVG. LONGEST AVG.
STATEWIDE
WAIT-TIME MIN. OR LESS 95% SERVICE WAIT-TIME WAIT-TIME AT

CUSTOMER (mm:ss) (Statewide Goal = GOAL UNDER 30 MIN. ANY CSC
VOLUME
MONTH 0:08:41 95%) (total CSC's = 67) (total CSC's = 67) (mm:ss)
376,918
Jun 2017 0:07:48 98.40% 64 67 0:12:43
356,756
May 2017 98.50% 64 67 0:13:40
Apr 2017 330,229
0:08:14 98.20% 64 67 0:15:45

Mar 2017 415,093 0:10:29 96.00% 61 67 0:22:05

Feb 2017 349,985 0:10:07 96.60% 62 67 0:21:42

Jan 2017 336,171 0:09:21 97.40% 62 67 0:17:47

Dec 2016 331,101 0:10:52 94.00% 61 67 0:23:07

Nov 2016 329,726 0:09:59 96.51% 57 67 0:19:09
0:10:57 95.00% 55 67 0:22:03
Oct 2016 337,285 0:13:18 92.40% 55 66 0:30:51
Sep 2016 368,929 0:12:28 93.80% 49 67 0:24:54
Aug 2016 400,784 0:12:45 94.80% 54 67 0:20:20
Jul 2016 391,364 0:10:25 95.97% 59 67 0:30:51
Total FY2017 4,324,341

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