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2021-05-05 [p.898]
Q-558 — Mr. Mazier (Dauphin—Swan River—Neepawa) — With regard to the Canada Revenue Agency (CRA), since January 2020, broken down by month: (a) how many phone calls did the CRA receive from the general public; (b) what was the average wait time for an individual who contacted the CRA by phone before first making a direct contact with an employee; (c) what was the average wait or hold time after first being directly connected with an employee; (d) what was the average duration of total call time, including the time waiting or on hold, for an individual who contacted the CRA by phone; and (e) how many documented server, website, portal or system errors occurred on the CRA website? — Sessional Paper No. 8555-432-558.
2021-04-26 [p.825]
Q-505 — Mr. Blaikie (Elmwood—Transcona) — With regard to call centres across the government, from fiscal year 2019-20 to date, broken down by fiscal year, department and call centre: (a) what is the rate of inaccurate information provided by call agents; (b) what is the annual funding allocated; (c) how many full-time call agents have been assigned; (d) how many calls could not be directed to a call agent; (e) what is the wait time target set; (f) what is the actual performance against the wait time target; (g) what is the average wait time to speak to a call agent; (h) what is the established call volume threshold above which callers are directed to the automated system; and (i) what is the method used to test the accuracy of responses given by call agents to callers? — Sessional Paper No. 8555-432-505.
2021-04-26 [p.826]
Q-508 — Mr. Mazier (Dauphin—Swan River—Neepawa) — With regard to Service Canada, since January 2020, and broken down by month: (a) how many calls did Service Canada receive from the general public via phone; (b) what was the average wait time for an individual who contacted Service Canada via phone before first making contact with a live employee; (c) what was the average wait or on hold time after first being connected with a live employee; (d) what was the average duration of total call time, including all waiting times, for an individual who contacted Service Canada via phone; and (e) how many documented server, website, portal or system errors occurred on the Service Canada website? — Sessional Paper No. 8555-432-508.
2021-04-26 [p.828]
Q-517 — Mr. Epp (Chatham-Kent—Leamington) — With regard to the Canada Revenue Agency (CRA), since January 1, 2019: (a) what was the call volume, broken down by month and by type of caller (personal, business, professional accountant, etc.); and (b) what was the (i) average, (ii) median length of time callers spent on hold or waiting to talk to the CRA, broken down by month and type of caller? — Sessional Paper No. 8555-432-517.
2020-12-07 [p.370]
Q-158 — Mr. Kelly (Calgary Rocky Ridge) — With regard to the Canada Emergency Business Account program: (a) how many calls have the call centres received on each day of the program’s operation; (b) of the calls in (a), how many did the call centre respond to and how many were missed or unable to connect to an employee; (c) what is the average number of calls to the call centres per successful applicant before its application was approved; and (d) do any of the call centres employees possess experience or training in the business operations and requirements of farms? — Sessional Paper No. 8555-432-158.
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