1. NG9-1-1 Processing Metrics DAN MONGRAIN MICHAEL SMITH RICK BLACKWELL, ENP

2. New Working Group The WG is creating a NENA standard that specifies NG9-1-1 “processing metrics”. These metrics are traditionally considered to be defined time spans between pairs of processing events that can be used in reporting and analysis. Examples would be the time between two steps in call processing, or the time between a database query and the received response. Skills needed include: PSAP and dispatch operations management experience Familiarity with i3 architecture Experience designing Public Safety call handling technology Experience writing technical standards Conference calls: Mondays 1pm ET Join page: http://www.nena.org/?page=JoinCallProcMetricshttp://www.nena.org/?page=JoinCallProcMetrics

3. Goals and Non-Goals Goals: ◦ Unambiguous definitions of processing events then metrics ◦ First version will cover call processing  Soup to nuts (from the time the call enters the NGCS to be answered at the proper PSAP) ◦ Second version will cover incident processing  Events and metrics associated with dispatching Non-Goals: ◦ Will not cover MIS reports that can be generated from the events and metrics

4. Call Handling Events The NENA Detailed Functional and Interface Standards for the NENA i3 Solution (NENA-STA-010.2) defines in the Logging Service section a number of call processing events ◦ These events relate to precise protocol events

5. Call Handling Events (cont.) StartCall: When INVITE, MESSAGE or equivalent is received or transmitted EndCall: When BYE or equivalent, or the final error code was received or sent ◦ Both StartCall and EndCall must be logged upon receipt of MESSAGE. StartMedia: When a medium (voice, video or text) flow begins EndMedia: When a medium (voice, video or text) flow end

6. Call Handling Events (cont.) StartRecCall: EndRecCall: StartRecMedia: EndRecMedia: ◦ Same as above but to applies to a SIPREC recording session

7. Call Handling Events (cont.) Message: When a SIP MESSAGE or equivalent is received or transmitted TransferCall: When a call to another party is received or transmitted or a request to add another party to the call is received or transmitted AdditionalAgency: When another Agency gets involved in a call or incident

8. Call Handling Events (cont.) CallProcess: When a non call stateful FE processes an INVITE, MESSAGE or equivalent message Route: When a routing proxy (ESRP or equivalent) makes a routing decision LoSTquery: LoSTresponse: ◦ When a LoST query and subsequent response is received or transmitted

9. Call Handling Events (cont.) ALILocationQuery: ALILocationResponse: ◦ When an ALI query and subsequent response is received or transmitted LocationQuery: LocationResponse: ◦ When a location dereference query and subsequent response (using SIP or HELD) is received or transmitted

10. Call Handling Events (cont.) AdditionalDataQuery: AdditionalDataResponse: When an Additional Data query and subsequent response is received or transmitted GatewayCallEvent: When a gateway (LPG, LNG or LSRG) processes a call Hookflash: When a LPG receives a hookflash LegacyDigits: When a gateway (LPG, LNG or LSRG) processes DTMF or MF digits

11. Call Handling Events (cont.) CallStateChange: When the state of a call changes: ◦ beginCall ◦ endCall ◦ callAlerting ◦ callQueued ◦ callAnswered ◦ callCancel ◦ holdCall ◦ parkCall ◦ retrieveCall ◦ addParty ◦ removeParty ◦ bargeInCall

12. Call Processing Metrics Possible reference material: ◦ Basic Telephony SIP End-to-End Performance Metrics (RFC 6076) ◦ Call Center Metrics: Best Practices in Performance Measurement and Management to Maximize Quitline Efficiency and Quality ◦ Quality of Signaling (QoSg) Metrics for Evaluating SIP Transaction Performance ◦ Introduction to Call Center Metrics

13. Notes Call Metrics Notes ◦ Inbound agent metrics on  Answered Calls  Abandoned Calls  Ring Time to Answer  Ring Time to Abandoned ◦ Hourly stats identify peak and problematic hours ◦ Jerry says NFPA has some metrics defined.

14. Notes (cont.) Metrics that include PSAP events ◦ Average Wait Time (Telephone Wait Time, Delay in Queue or Time in Queue, after any IMR time) ◦ Average Speed of Answer ◦ Average Time to Abandonment (Average Delay to Abandonment) ◦ Abandoned Call Rate (% of calls abandoned) ◦ Average Time to Abandoned Callback ◦ Wrap-up Time (After Call Work) ◦ Average Handle Time (Call Handle Time) ◦ Average Hold Time (s.b. Mute Time – Hold stops rtp, so shouldn’t be used) ◦ Availability (available to take calls)

15. Notes (cont.) Number of: ◦ Calls Offered/Calls Handled ◦ Calls Offered/Calls Abandoned ◦ Calls Incoming/Outgoing ◦ Calls Emergency/Non-Emergency ◦ Calls of COS ◦ Calls of Medium Type Talk Time Unavailable Time Incident Handle Time

16. Notes (cont.) NGCS Metrics ◦ Total Time to Determine Route – start call at first element in first ESInet to ESRP Route determined ◦ Total Time to Answer - start call at first element in first ESInet to call answer ◦ ESRP LoST Query Time ◦ ECRF LoST Query Time ◦ LVF Query Validation Time ◦ Count of “valid” responses ◦ Count of “invalid” responses