PROVIDING THE QUALITY OF EMERGENCY CALLS TO 112
Abstract
The single European emergency number 112 is gaining in importance. In addition to new emergency call services, the quality of services is also becoming increasingly relevant. Quality is measured by traffic models. Correct selection and the relevance of models were tested on the basis of traffic data on 112 calls in normal and emergency situations. For continuous monitoring of the 112 service calls quality, the StatKlic program was created. The program has been successfully piloted since the beginning of this year.
References
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Ger Koole, Call Center Mathematics, A scientific method for understanding and improving contact centers, Department of Mathematics, Vrije Uni - versiteit Amsterdam, and CCmath consulting and software, 2001–2007, www.math.vu.nl/~koole/ccmath.
Tavčar, B., Krupenko, G., 2010. Klici na 112, Poročilo za obdobje od 17. 9. do 27. 9. 2010, URSZR, Ministrstvo za obrambo.
Wikipedia, Exponential distribution, http://en.wiki pedia.org/wiki/Exponential_distribution.
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