Published: 01 April, 2009
CyberTech’s mission critical call recording solution combines call recording with an evaluation function. This means that all calls made to an emergency number and which are routed to a fire brigade’s call handler are recorded and - on the same system - can be evaluated in terms of call handler response by the appropriate supervisor.
“It means that brigades can keep a record of the performance of their call handlers, and check that they are in keeping with national or in-house standards,” explains CyberTech Business Director (Public Safety) Paul Collins.
Before the advent of technology such as CyberTech’s Evaluation Application, it was not unusual for supervisors to check the performance of their handlers manually - using a tick box system or Excel spreadsheets while listening to a sample of calls. “We have automated that, so the supervisor listens to the call while gauging the response with a drop-down menu and at the end of the process a score is awarded.”
A defined number of calls can be retrieved by day, week or month, and Evaluation is sufficiently flexible to be tailored to a brigade’s requirements. Forms can be exported to a file, which can be emailed etc, and a weight factor can be assigned to each section and for the questions within a section.
“Standard layouts and templates are available to generate reports on individual agents, agent groups, projects and forms,” adds Collins. “Alternatively, users can define the parameters for a wide range of custom reports, and for deeper drill down to analyse data in greater detail.”
And that’s not all. The system can also be set up to record TETRA/Integrated Command and Control Systems (ICCS) /analogue communications between the fire ground and the command centre. “And as soon as the call is recorded, the call is converted into a digital format, which includes identification data about the individual caller or talk group. This can then be used for training or incident evaluation purposes.”
In many cases this type of technology is currently being installed for incident analysis in mobile command and control vehicles, adds Collins, especially if it is not available at the command centre. “The Evaluation Application, we believe, can help improve both the call handler’s performance and the communication skills of firefighters on the fire ground.”