Easily tag critical calls and entire incidents consisting of multiple calls and radio transmissions for evaluation – evaluate for performance reviews, training, and to maintain your certifications. Now you can schedule high-value calls and incidents for evaluation directly from call search results and multiple dynamic reports.
	Automatically manage the evaluation schedule – evaluators receive “to-do” lists organized by assignment dates and due dates, with the appropriate evaluation form already associated with the call/screen recordings.

	Streamline the Evaluation Process with secure Web-based access to unified interface for evaluation and playback of synchronized call and screen recordings.
	Easily design, organize and categorize pro QA software evaluation forms via an intuitive graphical interface, without IT assistance. Focus on call flow or specific types of skills, while rating any number of competencies and adding comments that pertain to the evaluation or other issues requiring attention. Rate call takers on any number of standards, such as:
Answers the telephone quickly and correctly (within 10 seconds of the call, 90% of the time). Asks and verifies the location of the incident or emergency. Obtains the callback phone number from the person making the call. Determines the nature of the incident or emergency and selects and assigns the appropriate response to the incident. Accomplishes the above tasks quickly and effectively (within 60 seconds of the receipt of the phone call, 90% of the time). Obtains all pertinent information and makes updates accordingly and keeps the caller on the line until all required information is obtained. Controls the conversation with the caller, explains all possible emergency actions and employs calming techniques when required. Exhibits a calm and professional demeanor at all times and acts in a courteous and tactful manner. Demonstrates proper documentation of all information received on call-taker screens. Dispatches the appropriate police, fire, or EMS units within the prescribed time frame established by the 911 emergency communication center's or remote dispatch point’s standard operating procedures. Provides all pertinent information to the responding police, fire, and/or EMS units and relays updated information about the incident or emergency to the responding units.

	Conveniently and efficiently access interaction recordings, evaluation forms, and reports via a centralized Web Portal, customizable for each user based on roles and responsibilities.
	Analyze your Quality feedback and trends using comprehensive reports - Visualize data in dynamic, easy to understand heat maps, charts, and reports that allow for easy navigation through layers of information. Customize your dispatch quality assurance software interface for instant access to the most important charts.
	Drive ongoing quality improvements – provide prompt, personalized feedback by providing exported evaluations with related communication recording for review, or by using Web-based scorecards and employee desktop tickers that link to additional information.

VPI TRAINING provides for automated, personalized, electronic training assignments and delivery, in order to maximize each call taker’s potential.

Leverage VPI CAPTURE PRO™ to automatically collect and append valuable CAD data, including incident number and incident type, from call taker screens to call recordings, so that your call taker quality evaluation system can be focused on specific types of incidents, based on their frequency, categorization, outcomes, or other objectives. Most appropriate training modules can be associated with evaluation forms that focus on different types of incidents for the most focused staff training and coaching.