Overview#
The communications centre director sits down Monday morning to review last week's performance. Response times were up on Thursday night. Two dispatchers are approaching certification expiry. Call volume during the city event on Saturday peaked 40% above forecast. Without accurate, timely reporting, those facts surface after the fact, if at all. The Reporting & Analytics module makes them visible in real time and in retrospect.
The module provides comprehensive performance intelligence for emergency communications centres, police dispatch operations, fire and rescue coordination, and EMS dispatch. Pre-built reports, real-time operational dashboards, advanced KPI tracking, predictive analytics, and a custom report builder give leadership, supervisors, and operations teams the data they need to make decisions at every timescale, from managing today's queue to planning next quarter's staffing.
Key Features#
Pre-Built Report Library#
- Call Volume Reports: Total calls by hour, day, week, month, and year broken down by type (emergency, non-emergency, administrative) and incident category (fire, EMS, police, traffic)
- Answer Time Compliance: Percentage of calls answered within 10 and 15 seconds against NFPA targets, with 90th-percentile tracking
- Response Time Analysis: Dispatch time, turnout time, travel time, and total response time by incident type and unit
- Dispatcher Performance: Per-dispatcher call volume, handling time, protocol adherence, and quality scores
Real-Time Operational Dashboards#
- Current calls in queue with live count and wait time display
- Average answer time over the last 15, 30, and 60 minutes
- Calls answered within target percentage in real time
- Dispatcher status across the shift: available, on-call, on-break
Advanced KPI Tracking & Performance Metrics#
- Average answer time with a target of under 10 seconds
- 90th-percentile answer time against the NFPA standard of under 15 seconds
- Protocol adherence rates by dispatcher and shift
- Abandonment rate and callback tracking for non-emergency queues
Predictive Analytics & Forecasting#
- Short-Term Forecast: Hourly call volume predictions for the next 24 hours to 7 days
- Day-of-week demand patterns with seasonal adjustment
- Weather impact modelling for rain, snow, and heat events
- Special event staffing projections based on historical comparisons
Custom Report Builder & Ad-Hoc Analytics#
- Data source selection from call detail records, CAD incidents, unit data, and call-taker performance
- Drag-and-drop filter and grouping tools requiring no analyst support
- Scheduled delivery to stakeholders via email or dashboard
Data Security & Compliance#
- Encryption at rest and in transit with role-based access control and audit logging
- PII masking in reports distributed outside the operations team
- CJIS-compliant data handling with complete audit trail for report access, generation, and sharing
- Configurable data retention policies aligned with state regulations and right-to-know requirements
Use Cases#
- Emergency dispatch centres monitoring call answering performance against NFPA and APCO standards in real time
- Supervisors identifying staffing gaps before they affect service levels using short-term forecasts
- Compliance teams preparing accreditation documentation with pre-built standard reports
- Agency leadership tracking quality trends and measuring the impact of training and process changes
- Regional dispatch consolidations requiring unified reporting across multiple jurisdictions
Integration#
- CAD systems for bidirectional incident and unit data exchange
- Records management systems for incident documentation correlation
- Radio and telephony systems for communications performance data
- GIS and mapping services for geographic response time analysis
- Mobile data terminals for field unit connectivity and status data
- State and regional data sharing networks for cross-agency benchmarking
Open Standards#
- NFPA 1221 (Standard for the Installation, Maintenance, and Use of Emergency Services Communications Systems): Answer time KPIs, including the 90th-percentile target of calls answered within 15 seconds, are measured and reported directly against the thresholds defined in this standard.
- APCO ANS (American National Standards for Public Safety Communications): Quality assurance evaluation categories, dispatcher performance scoring, and protocol adherence metrics are aligned with APCO national standards for PSAP operations.
- NENA-STA-021 / NENA-STA-010.3 (Emergency Incident Data Object, EIDO): Incident records ingested from CAD systems arrive as NENA EIDO JSON payloads; the analytics pipeline consumes and correlates these structured incident objects for response time and unit status reporting.
- NENA-STA-006.3 (NG9-1-1 GIS Data Model): Geographic response time analysis references PSAP boundary, road centreline, and address-point layers modelled per this NENA GIS standard, with all geometries stored and queried in WGS-84 / EPSG:4326.
- RFC 7852 / IETF Additional Data Related to an Emergency Call: Supplementary call context blocks attached to incidents follow the RFC 7852 structure, providing the additional data correlated against call records during analytics and accreditation reporting.
- ISO 8601: All time-series data, KPI filter parameters, and report timestamps are expressed as ISO 8601 date-time strings to ensure consistent interval calculation across call volume, response time, and staffing forecast outputs.
- GeoJSON (RFC 7946): Geographic response time and unit deployment data are serialised as GeoJSON for map overlay in dashboards and for interchange with external GIS and mapping services.
- GraphQL (June 2018 specification): The reporting and dashboard APIs are exposed as a GraphQL service, enabling clients to query specific KPI fields, time ranges, and aggregations without over-fetching data.
Last Reviewed: 2026-02-04 Last Updated: 2026-04-14