Overview#
A call-taker asks for the address three times because the caller is panicking. The dispatcher skips a protocol step. A trainee, two weeks into the job, handles a cardiac arrest call correctly except for one missed question. None of that gets caught unless someone is listening, and a busy communications centre rarely has time to listen systematically. The Quality Assurance module makes systematic review possible.
The module provides comprehensive call recording, automated scoring, manual review workflows, compliance monitoring, and performance analytics for emergency communications centres. Every call is captured with forensic-quality audio and metadata. AI-powered speech analytics automatically score calls against defined quality criteria, flagging those that need supervisor attention. Structured manual review workflows give supervisors the tools to evaluate, coach, and track improvement over time in a consistent, defensible way.
Key Features#
Call Recording & Retrieval System#
Call recording infrastructure captures emergency communications with forensic-quality audio, metadata, and screen recordings. Instant retrieval and playback tools enable QA reviewers to quickly locate, review, and annotate specific calls.
- Multi-channel recording captures caller and call-taker audio on separate tracks
- Screen recording captures dispatcher CAD interactions during each call
- Flexible search criteria including date, time, call type, dispatcher, and incident number
- Annotation tools enable reviewers to mark specific moments for coaching reference
- Tamper-evident storage ensures recordings maintain evidentiary integrity
Automated Quality Scoring#
AI-powered speech analytics automatically score calls against defined quality criteria, providing objective baseline assessments. The system evaluates protocol adherence, information gathering completeness, caller management techniques, and disposition accuracy.
- Automated speech-to-text transcription for keyword and phrase analysis
- Protocol compliance checking against NENA, APCO, and IAED standards
- Emotion and stress detection assessing caller management effectiveness
- Automatic routing of flagged calls to supervisor review queues
- Configurable scoring criteria aligned with agency-specific quality standards
Manual Review Workflow & Supervisor Evaluation#
Structured manual review workflow enables supervisors and QA specialists to evaluate calls with standardised scorecards, provide detailed feedback, and track dispatcher improvement over time. Customisable scorecards align with agency-specific protocols and national standards from NENA, APCO, and IAED. Workload distribution automatically assigns calls for review based on reviewer capacity, ensuring balanced coverage across all call-takers and shifts.
Compliance Monitoring & Reporting#
Systematic monitoring of protocol adherence and regulatory compliance ensures agencies meet NFPA, APCO, IAED, state, and local requirements. Automated compliance tracking identifies patterns of non-compliance, generates trend reports, and documents corrective actions for accreditation reviews. Scheduled compliance reports are automatically generated and distributed to designated stakeholders.
Performance Analytics & Trend Analysis#
Analytics reveal performance trends, identify training needs, and drive continuous improvement across individual call-takers, teams, shifts, and entire agencies. Dashboards display key performance indicators including average quality scores, protocol adherence rates, and improvement trends over configurable time periods. Comparative analytics enable benchmarking across teams and shifts, identifying best practices and areas requiring focused coaching intervention.
Coaching & Feedback Delivery#
Integrated coaching tools enable supervisors to deliver targeted feedback directly linked to specific call recordings and scorecard evaluations. Call-takers receive structured improvement plans with measurable objectives and progress tracking. Recognition features highlight exemplary performance, reinforcing positive practices across the organisation.
Immutable Call Quality Review Workflow#
An immutable call quality review workflow provides a court-ready audit mechanism for evidence-grade call review. Unlike mutable supervisor scorecards, immutable review records cannot be edited after sealing, providing a tamper-evident chain of quality assessments that satisfies both operational governance and legal discovery requirements.
- Review Evidence Persistence: After-call review evidence, including dispatcher observations, protocol adherence notes, and quality scores, is persisted as immutable records linked to both the call recording and the CAD incident.
- Atomic Review Completion: Review completion is performed as an atomic transaction: the review record, its associated evidence, and the CAD incident link are committed together or not at all, preventing partial review records from appearing in the quality index.
- Medical Transport Destination Review: Calls involving medical transport include a destination review step, allowing QA reviewers to assess whether the receiving facility selection followed AMPDS and pre-hospital care protocol requirements.
- Sealed SIPREC Timestamps: Review records reference the sealed SIPREC session identifier and media segment hash, so the reviewed recording is cryptographically bound to the review, preventing review records from being associated with a different recording after the fact.
- Review Completion Timestamp Precision: Review completion timestamps are recorded at nanosecond precision and are set once on first completion; subsequent processing cannot shift the official completion time, preserving the integrity of compliance reporting.
Use Cases#
- Emergency dispatch centres maintaining quality assurance programs for NENA and APCO accreditation
- Supervisors identifying training opportunities through systematic call review and performance tracking
- Compliance teams monitoring protocol adherence across multiple shifts and operational periods
- Agency leadership tracking quality trends and measuring improvement program effectiveness
- Training departments developing targeted curricula based on identified skill gaps
- Accreditation teams compiling performance documentation for standards compliance reviews
- New hire probationary programs tracking skill development against competency benchmarks
Integration#
- CAD systems for incident data correlation with call recordings
- Telephony recording systems for multi-channel audio capture and storage
- Training and certification management platforms for skills development tracking
- HR and personnel systems for performance evaluation documentation
- Scheduling systems for shift-based quality metric analysis
- State and national reporting platforms for compliance documentation submission
- Learning management systems for training program integration
- Accreditation management platforms for standards compliance tracking
Open Standards#
- NENA i3 Standard for NG9-1-1 (NENA-STA-010 / NENA-STA-012): QA evaluation categories are explicitly aligned with NENA i3 quality criteria, and call recordings are captured and sealed under the NENA-STA-012 audit vocabulary, including SIPREC session lifecycle events that feed the QA workflow. Immutable review records reference the sealed SIPREC session identifier to create a cryptographic link between the review and the recording.
- SIP Recording Protocol (RFC 7865 / RFC 7866): Multi-channel call recordings are captured using the IETF SIPREC architecture, with the system acting as a Session Recording Server (SRS); each recording session and media segment is persisted according to these specifications.
- APCO ANS Standards (APCO/ANSI 3.101 series): Automated scoring criteria, QA scorecard categories, and response-time thresholds are aligned with APCO/ANSI national standards for call-taking performance, including the 15-second answer target for priority calls.
- NFPA 1221 (Standard for Emergency Services Communications): Compliance monitoring tracks protocol adherence against NFPA 1221 requirements, and accreditation documentation generated by the module is structured to support NFPA-based reviews.
- ISO 8601 (Date and Time Representation): All QA evaluation timestamps, recording seal descriptors, and report scheduling use ISO 8601 date-time formatting to ensure interoperability with CAD, LMS, and external reporting platforms. Immutable review completion timestamps are recorded at nanosecond precision and set exactly once.
- SHA-256 (FIPS 180-4 Secure Hash Standard): Each sealed SIPREC media segment is hashed using SHA-256 to produce a tamper-evident integrity anchor; Merkle inclusion proofs built from these hashes underpin the evidentiary integrity assurance stated in the module. Immutable review records carry the SIPREC session SHA-256 hash to bind review evidence to the reviewed recording.
- OAuth 2.0 and JWT Bearer Token: Token-based authentication protects typed, auditable read and write workflows across the platform.
- AMPDS (Advanced Medical Priority Dispatch System, IAED): Medical transport destination review steps in the immutable QA workflow validate destination facility selections against AMPDS protocol requirements, ensuring pre-hospital care decisions are documented and reviewable for both clinical governance and legal purposes.
Last Reviewed: 2026-07-28 Last Updated: 2026-07-28