Incident Response Times and Analytics

Modified on Thu, 14 Apr 2022 at 09:46 PM

Monitoring and analysing incident response times can be an important part of managing your organisation.
With this in mind, BroadNet keeps your organisation's response times logged for on-the-go analysis and future reference.


In the Dispatch Incident Tracker, there is a table of timestamps recording when certain criteria of the incident had been met. This is defined by the different states a terminal user responding to an incident will go through.


Analytics_1.png


ALC: Allocated. The incident has been allocated to users and is awaiting someone to accept it. (Automatic).


DEP: Deployed. A user has accepted the incident and is now on their way to the incident location. (Automatic on accept).


ASC: At Scene. The user has arrived at the incident location and is now dealing with the incident. (User must set status manually or can be set by dispatch).


CLS: Cleared Scene. The user has finished dealing with the incident and is now ready for redeployment. (User must set status manually or can be set by dispatch).


Below the timestamps is the notes feed, documenting the status changes made by the terminal user or dispatch, along with any notes posted on the incident itself by either party.


This information (including the timestamps) will remain in the incident tracker until the incident is removed/deleted from dispatch, after which this information will no longer be available.


Analytics_2.png


If record keeping and managing your historic incident data is something you require, BroadNet's Dispatch Analytics is what you're after.


BroadNet Analytics


The Analytics extension allows for detailed review of all previous and in-progress incidents across all operations under your control


Analytics_3.png


Going column by column left to right:




  • #: The unique identification number assigned to each incident.


  • Date & Time: The time when the incident was created.


  • Event: The event the incident occurred in (blank if not applicable).


  • Grade: Listing the severity or importance of the incident by number.


  • Type: Incident types are user created custom identifiers of what sort of incident the user will be dealing with.


  • Summary: The 'description' or title of the incident from when it was created.


  • Scheduled: Signifies whether an incident has been set to be responded to at an allotted time (see the Delayed Jobs panel in incident creation).


  • Response: Time taken for user to arrive on the scene after accepting the incident.


  • Call:  Total time taken from incident creation to the incident being resolved.



On the right, we also have a graph for the average response and call times for all incidents listed, along with a list of all events underneath which, when clicked, will show only incidents assigned to the chosen event (the graph will change accordingly).

Each incident in the list can be clicked on to bring up the statistics for that specific incident, along with notes and any other information available.

Was this article helpful?

That’s Great!

Thank you for your feedback

Sorry! We couldn't be helpful

Thank you for your feedback

Let us know how can we improve this article!

Select atleast one of the reasons

Feedback sent

We appreciate your effort and will try to fix the article