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Overview#
The Prioritization domain provides call priority scoring for emergency services. It analyzes multiple risk factors including sentiment, audio analysis, keywords, caller history, and location risk to calculate a total priority score and determine the appropriate priority level for incoming calls.
Key Features#
- Multi-factor risk analysis combining sentiment, audio, keyword, caller history, and location scores
- Configurable factor weighting for priority calculation
- Priority level assignment across Critical (90-100), High (70-89), Medium (40-69), and Low (0-39) tiers
- Contributing factor tracking for transparency in scoring decisions
- Sentiment risk scoring based on caller distress and urgency indicators
- Audio risk analysis including background sounds and voice stress markers
- Keyword detection for emergency phrases, threat indicators, and medical terms
- Repeat caller pattern detection and history-based scoring
- High-risk area and hotspot location detection
Use Cases#
- Scoring incoming emergency calls in real time to determine dispatch priority
- Identifying high-risk callers based on historical patterns and location data
- Providing dispatchers with transparent scoring breakdowns for informed decision-making
- Automatically escalating calls with critical keyword detection or extreme distress indicators
Integration#
The Prioritization domain connects with AI triage, alert management, sentiment analysis, and telephony call handling systems.
Last Reviewed: 2026-02-05