Table 2 General characteristics, activity and process measures of each centre from 1 July 2016 to 30 June 2017
Overall | Centre 1 | Centre 2 | Centre 3 | Centre 4 | Centre 5 | Centre 6 | |
|---|---|---|---|---|---|---|---|
Incoming calls | 2,544,254 | 431,676 | 532,518 | 422,710 | 521,807 | 380,930 | 254,613 |
Population size | 8,910,900 | 1,413,300 | 2,168,500 | 1,601,100 | 1,646,100 | 1,401,200 | 680,200 |
Area covered | Mixed | Urban | Urban | Urban | Mixed | Mixed | |
EMCC calls handled rate(per 1000 inhabitants; 95% CI) | 285.5 [285.2–285.8] | 305.4 [304.7–306.2] | 245.6 [245.0–246.1] | 263.9 [263.2–264.6] | 317.0 [316.3–317.7] | 271.9 [271.1–272.6] | 374.3 [373.2–375.5] |
Connected call takers | 4.9 ± 1.5 | 4.7 ± 1.7 | 4.7 ± 1.1 | 4.7 ± 0.9 | 5.4 ± 1 | 3.9 ± 1.1 | 6 ± 1.7 |
Incoming calls per hour | 48.4 ± 27 | 49.3 ± 24.3 | 61.0 ± 33.5 | 48.4 ± 23.3 | 59.8 ± 25.8 | 43.6 ± 19.9 | 29.1 ± 18.8 |
Handled calls per hour | 43.3 ± 21.7 | 48.2 ± 23.2 | 45.6 ± 20.8 | 45.2 ± 21 | 53.6 ± 21.4 | 39.5 ± 16.9 | 28.4 ± 17.5 |
Average call duration (sec) | 75.5 ± 32.0 | 101.7 ± 19.4 | 70.7 ± 12.6 | 52.5 ± 10.2 | 50.9 ± 7.9 | 52.6 ± 9.4 | 124.5 ± 24.3 |
Calls per operator | 10.1 ± 6.0 | 10.6 ± 4.2 | 12.7 ± 6.8 | 10.3 ± 4.8 | 11 ± 4.5 | 11.4 ± 8 | 4.7 ± 2.2 |
Calls handled rate | 90% | 98% | 75% | 94% | 90% | 91% | 98% |
Calls answered within 20 s (QS20) | 62.5 ± 24.4 | 84.2 ± 16 | 36.3 ± 17.1 | 74 ± 16.4 | 47.1 ± 15.2 | 52.8 ± 17.4 | 80.7 ± 16.7 |
Occupation rate (%) | 33.8 ± 13.9 | 29.6 ± 12.2 | 40.8 ± 14.7 | 29.2 ± 11.7 | 34.4 ± 13.8 | 34.4 ± 13.7 | 34.3 ± 13.5 |