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Table 1 Activity, process measures and outcome definition

From: Variation in accessibility of the population to an Emergency Medical Communication Centre: a multicentre observational study

Activity measures
 Number of calls Number of incoming calls
 Call rate per 1000 inhabitants Number of incoming calls per 1000 inhabitants
 Connected call taker Connection status to the advanced telephony system. A connected call taker could be busy on a call or available to handle an incoming call
Process measures
 Occupation rate (OR) Proportion of time when call takers are on live calls or completing work associated with the calls
 Average call duration (ACD) Average time on call for a call taker
 Calls answered in 20s (QS20) Rate of answered calls within 20 s