New York A10804 mandates state agencies with call centers to publish annual metrics on their websites.
New York A10804 amends the state technology law to require any state agency operating a state call center to annually publish specific metrics on its public-facing website. These metrics include performance metrics, total call volume, average wait times, the percentage of calls answered by human operators, call abandonment rates, and the percentage of calls resolved through automated systems. This bill aims to increase transparency and accountability for state call centers.
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