常州交通服务热线月报.doc

常州96196交通服务热线月报 2014年10月 常州市交通运输信息中心编制 　　　　　　　　2014年11月4日 目 录 【热线工作动态】·······································2 【热线运行情况】·······································2 一、咨询中心运行情况··································2 （一）话务数据分析·····································2 （二）工单类型统计·····································3 （三）工单办理情况统计·································6 二、电召中心运行情况···································7 【诉求热点分析】·······································9 【表扬汇总】··········································10 【服务新知】··········································11 【典型案例】··········································12 附表