Yearly_Queue_Productivity_20260306_0648PM.pdf
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- Attached to
- Customer Care Call Center Service Partner
- Solicitation number
- RFP-21439
- Issued by
- Cuyahoga County, Ohio
About this file
This file is a Yearly Queue Productivity report for the Cleveland Metro School District (CMSD) Customer Service call center operations, covering the period from February 1, 2025, through February 28, 2026. The report documents performance metrics for two service queues: Customer Service - ENG and Customer Service - SPA. Over the 13-month reporting period, the combined call center handled 62,175 total calls queued with 59,093 calls completed, generating 3,082 abandoned calls. The data tracks monthly variations in call volume, with peak activity in August 2025 (11,725 calls for the ENG queue and 368 calls for the SPA queue) and lower volumes in the November 2025 through February 2026 period. Average wait times across both queues ranged from 9 seconds to 55 seconds, with service level performance averaging 95.30% for the ENG queue and 85.35% for the SPA queue against their respective acceptable waiting time thresholds.
The report demonstrates operational efficiency metrics that inform CMSD's commitment to delivering high-quality customer service aligned with its "Communicate with H.E.A.R.T." model. The ENG queue achieved a 95.30% overall service level with a 4.70% abandonment rate, while the SPA queue recorded an 85.35% service level with a 14.65% abandonment rate, indicating differential performance between the two service channels. Monthly data reveals seasonal fluctuations in call volume and service quality, with the highest-performing months (July 2025 for ENG at 97.55% service level) contrasting with lower performance in January 2026 (93.11% service level). These baseline metrics directly support CMSD's request for a call center service partner capable of elevating customer service delivery and maintaining consistent stakeholder communication across the district's schools and departments.
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Time Zone: Eastern Standard Time;
Yearly Queue Productivity
From Feb 01, 2025 12:00 AM to Feb 28, 2026 11:59 PM
Cleveland Metro School District
Customer Service - ENG
* Service Level calculated as [calls transferred within AWT] / ([calls transferred] + [calls abandoned after AWT]) * 100, where AWT is the Acceptable Waiting Time value configured for the queue.Queue Name:
Calls
Queued
Calls
Handled
Total
Voicemails
Service
Level
Transfer
Rate
Abandoned
Rate
Min
Wait Time
Avg Aband.
Wait Time
Avg
Wait Time
Max
Wait TimeMonth
Calls
Abandoned
Abandon
> 30 Secs
February - 2025 3,690 00:00:00 01:16:05 00:00:14 00:00:45 0 3,489 201 33 94.55 5.45 97.98
March - 2025 3,645 00:00:00 00:03:55 00:00:11 00:00:15 0 3,413 232 36 93.64 6.36 97.93
April - 2025 4,123 00:00:00 00:03:13 00:00:10 00:00:13 0 3,851 272 28 93.40 6.60 98.16
May - 2025 3,432 00:00:00 00:21:46 00:00:13 00:00:31 0 3,236 196 31 94.29 5.71 97.60
June - 2025 3,636 00:00:00 00:05:18 00:00:13 00:00:24 0 3,403 233 49 93.59 6.41 96.50
July - 2025 5,070 00:00:00 00:08:37 00:00:08 00:00:16 0 4,946 124 16 97.55 2.45 98.67
August - 2025 11,725 00:00:00 00:18:34 00:00:13 00:00:29 0 11,333 392 104 96.66 3.34 95.72
September - 2025 6,371 00:00:00 00:08:39 00:00:10 00:00:20 0 6,132 239 37 96.25 3.75 97.40
October - 2025 4,364 00:00:00 00:34:38 00:00:10 00:00:30 0 4,177 187 11 95.71 4.29 99.23
November - 2025 2,938 00:00:00 00:06:18 00:00:10 00:00:09 0 2,806 132 3 95.51 4.49 99.18
December - 2025 3,016 00:00:00 00:04:09 00:00:11 00:00:14 0 2,879 137 14 95.46 4.54 98.09
January - 2026 4,440 00:00:00 00:27:07 00:00:13 00:00:15 0 4,134 306 34 93.11 6.89 97.86
February - 2026 4,094 00:00:00 00:05:44 00:00:10 00:00:10 0 3,902 192 9 95.31 4.69 99.10
60,544 57,701 0 00:00:00 01:16:05 00:00:11 00:00:21 2,843Sub
Total/Avg
405 95.30 4.70 97.65
Customer Service - SPA
* Service Level calculated as [calls transferred within AWT] / ([calls transferred] + [calls abandoned after AWT]) * 100, where AWT is the Acceptable Waiting Time value configured for the queue.Queue Name:
Calls
Queued
Calls
Handled
Total
Voicemails
Service
Level
Transfer
Rate
Abandoned
Rate
Min
Wait Time
Avg Aband.
Wait Time
Avg
Wait Time
Max
Wait TimeMonth
Calls
Abandoned
Abandon
> 30 Secs
February - 2025 113 00:00:00 00:04:02 00:00:30 00:00:49 0 85 28 8 75.22 24.78 84.78
March - 2025 109 00:00:00 00:02:54 00:00:26 00:00:29 0 85 24 8 77.98 22.02 86.52
April - 2025 128 00:00:01 01:32:04 00:01:19 00:04:33 0 106 22 7 82.81 17.19 86.24
May - 2025 80 00:00:01 00:04:16 00:00:22 00:00:42 0 69 11 3 86.25 13.75 90.14
June - 2025 106 00:00:01 00:05:24 00:00:38 00:00:40 0 78 28 8 73.58 26.42 81.18
July - 2025 133 00:00:01 00:03:10 00:00:10 00:00:01 0 131 2 0 98.50 1.50 96.95
August - 2025 368 00:00:00 00:05:02 00:00:21 00:00:25 0 314 54 11 85.33 14.67 91.17
September - 2025 138 00:00:00 00:03:35 00:00:13 00:00:15 0 122 16 3 88.41 11.59 95.90
October - 2025 99 00:00:02 00:01:51 00:00:13 00:00:45 0 92 7 3 92.93 7.07 94.74
November - 2025 52 00:00:00 00:03:15 00:00:14 00:00:06 0 47 5 0 90.38 9.62 97.87
December - 2025 55 00:00:03 00:02:17 00:00:15 00:00:17 0 48 7 1 87.27 12.73 95.83
January - 2026 153 00:00:00 00:07:18 00:00:26 00:00:52 0 126 27 8 82.35 17.65 87.31
February - 2026 97 00:00:02 00:01:47 00:00:14 00:00:22 0 89 8 1 91.75 8.25 96.67
1,631 1,392 0 00:00:00 01:32:04 00:00:25 00:00:55 239Sub
Total/Avg
61 85.35 14.65 90.98
Page 1 of 2March 06, 2026 1:48 pm
Time Zone: Eastern Standard Time;
Yearly Queue Productivity
From Feb 01, 2025 12:00 AM to Feb 28, 2026 11:59 PM
Cleveland Metro School District
Total Calls
Queued
Total Calls
Handled
Total
Voicemails
Total Calls
Abandoned
Min Wait
Time
Max Wait
Time
Avg Aband.
Wait Time
Avg
Wait Time
Transfer
Rate
Abandoned
Rate
Service
Level
Abandon
> 30 Secs
62,175 59,093 0 3,082 00:00:00 01:32:04 00:00:12 00:00:24 466 95.04 4.96 97.49
Page 2 of 2March 06, 2026 1:48 pm
File details come from the government source that posted it. Updated .