Total number of calls received at 222-6100: 88,905
Highest and lowest call volume days: April 1st (2075), April 21st (602)
Top route requested through IVR: Route 106 7.96 %
Top stop requested though IVR: Princess Anne and Salter 3.51%
Number and percentage of total calls at 222-6100 transferred from IVR (Interactive Voice Response) system to the customer contact center: N/A
Calls answered: 46,058
Average Speed of Answer by Customer Service Representative: 13 seconds (Hampton Roads Transit has a performance goal to answer all calls in 30 seconds or less)
Percentage of calls meeting 70/30 service level goal: 82.32 % (Hampton Roads Transit has a performance goal to answer 7 out of 10 calls in 30 seconds or less)
Calls abandoned >30 sec 2866 (Number of calls not connected to a call center representative)
Percentage of calls offered which were answered by Customer Service Representatives: 94.05 %
