QUESTION
What determines overflow calls and the use of vendor resources?
0:41:02
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26 sec
Deputy Commissioner Joe Morrisroe from NYC 311 explains when overflow calls occur and vendor resources are utilized.
- Overflow situations arise when there is a peak increase in call volume
- Overflow situations can also occur during emergency situations with increased call volumes
- When overflow situations happen, vendor resources can be relied upon to handle the increased call volumes
Jennifer Gutiérrez
0:41:02
And when is it determined?
0:41:04
I guess, what is the benchmark for determining overflow calls and then using the out
Joe Morrisroe
0:41:08
The ability to do overflow is if when volume is managed, peak volume will increase.
0:41:16
You'll have an emergency situation.
0:41:18
You'll have an increase in call volume.
0:41:19
We consider that an overflow situation, so a vendor is there.
0:41:23
Okay.
Gale A. Brewer
0:41:23
We
Joe Morrisroe
0:41:23
can rely on the vendor resources to handle any increase in call volumes.
0:41:27
Best way to say
