Good Day,
I am managing a armed response call centre and one of the main focus areas is to manage long responses (time taken from receiving the alarm notification to actually dispatching the vehicle to the client premises to feedback from the reaction officer having checked the clients premises and give a report on his findings. Therefore there are three stages:
1. Signal acknowledge time. (Time from receiving the alarm signal to where it is acknowledged by the operator.
2. Signal dispatch time. (Time taken from receiving the alarm signal to where the reaction vehicle is dispatched.
3. Signal completion time. (Time taken from receiving the alarm signal to signing off the alarm, once feedback has been received from the reaction officer.
There are two scenario's working with these statistics:
1. Alarm signals received during "normal conditions" - no adverse weather conditions.
2. Storm conditions - Alarm signals received during "abnormal conditions" - adverse weather conditions.
I need to display the operator response time statistics graphically (time reference) to point out operators that are responsible for long responses. A long response is classified as 3min and more.
Attached is the Excel workbook with the three different worksheets as noted above.
Hope it makes sense.
Regards,
Hein
I am managing a armed response call centre and one of the main focus areas is to manage long responses (time taken from receiving the alarm notification to actually dispatching the vehicle to the client premises to feedback from the reaction officer having checked the clients premises and give a report on his findings. Therefore there are three stages:
1. Signal acknowledge time. (Time from receiving the alarm signal to where it is acknowledged by the operator.
2. Signal dispatch time. (Time taken from receiving the alarm signal to where the reaction vehicle is dispatched.
3. Signal completion time. (Time taken from receiving the alarm signal to signing off the alarm, once feedback has been received from the reaction officer.
There are two scenario's working with these statistics:
1. Alarm signals received during "normal conditions" - no adverse weather conditions.
2. Storm conditions - Alarm signals received during "abnormal conditions" - adverse weather conditions.
I need to display the operator response time statistics graphically (time reference) to point out operators that are responsible for long responses. A long response is classified as 3min and more.
Attached is the Excel workbook with the three different worksheets as noted above.
Hope it makes sense.
Regards,
Hein
