Call Management System for Dispatch Centers Using Metadata Triage
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Solution Overview
Problem
During high call volumes at public safety command centers, emergency call takers and dispatchers face challenges in efficiently handling calls, leading to increased answer times and abandoned calls, as they cannot distinguish between urgent and non-urgent calls, resulting in inefficient communication and resource allocation.
Innovation Solution
A system utilizing electronic processors to direct calls from communication devices to either primary or secondary call handling workstations based on call traffic levels, proximity to incident locations, and caller identification, with calls from public safety officers prioritized and risk levels assessed to allocate appropriate handling resources.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If all calls are handled by primary call handlers during high call volume, then urgent calls can be prioritized, but the number of call handlers required increases significantly
Solution Approach 1:
The patent segments the call handling system into primary call handlers and secondary call handlers (or automated systems). Primary handlers focus on urgent calls while secondary handlers manage non-urgent calls, creating a divided responsibility structure that maintains service quality with fewer total handlers
Solution Approach 2:
The patent introduces an intermediary system (automated call handling system) that acts as a mediator between callers and human handlers. This intermediary filters and routes calls based on urgency, allowing human handlers to focus on critical calls while automated systems manage routine inquiries
2Productivity
If call handlers manually assess each call's urgency, then call routing can be optimized, but the time required to handle each call increases
Solution Approach 1:
The patent implements self-service mechanisms where the system automatically assesses call urgency using metadata analysis and caller input responses rather than requiring manual assessment by handlers. This automates the triage process, eliminating time loss while maintaining routing optimization
Solution Approach 2:
The patent incorporates feedback loops where the automated system analyzes caller responses and metadata, then uses this feedback to dynamically route calls to appropriate handlers. This continuous feedback mechanism enables efficient routing without manual intervention time
3Measurement precision
If the system analyzes detailed metadata for each call, then call prioritization accuracy improves, but the system complexity increases
Solution Approach 1:
The patent applies partial action by analyzing only the most relevant metadata fields (caller ID, location, call time, basic incident type) rather than examining every possible data point. This selective analysis maintains prioritization accuracy while avoiding the complexity of processing excessive information
Data Source
AI summary
Methods and systems for optimizing a call queue at a dispatch center. One system includes an electronic computing device including an electronic processor configured to define an incident based on a first call received from a first communication device, wherein the incident includes an incident location, receive, from a second communication device operated by a caller, a second call, perform an analysis of a metadata of the second call, determine a caller identification based on the metadata of the second call when the electronic processor determines, based on the analysis, that either (1) a call traffic level, following the first call, exceeds a call traffic threshold, or (2) a location of the second communication device is proximate to a location of the incident, and direct the second call to either a primary call handling workstation or a secondary call handling workstation based on the caller identification.