2-1-1 San Diego COVID-19 Call Center Analytics

2-1-1 San Diego is a resource and information hub that connects people with community, health and disaster services. 2-1-1 hired Analytica to help provide call center analytics in order to gain further insight into caller needs and trends.


  • Provide community planning leaders the ability to analyze and detect emerging trends in community needs related to COVID-19.


  • Analytica developed interactive Tableau dashboards allowing users to identify trends in call volume and take appropriate action to improve operations.
  • Community leaders were able to analyze calls by geographic distribution, caller demographics, and caller need.

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