Acronyms and Abbreviations

ACD - Automatic Call Distributor

ACV - Annual Call Volume

AO - Agent Occupancy is a measure of the proportion of an hour that an agent is occupied with call processing activity. Desirable levels range from 80-90 percent.

APT - Average Processing Time

CAD - Computer Aided Dispatch

CALEA - Commission on Accreditation for Law Enforcement Agencies

ECC - Emergency Communications Center

EMD - Emergency Medical Dispatch

ESS - Employee Satisfaction Survey

FirstNet - First Responder Network Activity

FTE - Full Time Equivalent

GIS - Geographic Information System

HPC - Hourly Processing Capability

IT - Information Technology

NAWH - Net Available Work Hours

NG9-1-1 - Next Generation 9-1-1

PSAP - Public Safety Answering Point

PST - Public Safety Telecommunicator

SRF - Shift Relief Factor

SMS - Short Message Service

TCV - Total Call Volume

VoIP - Voice over Internet Protocol

W - Workload

Comparison of Terminology
Factor	Concept	Similar term	Advantage of the new term
Total Call Volume (TCV)	Number of calls	Annual Call Volume (ACV)	Not limited to annual, applicable to any time frame
Hourly Processing Capability (HPC)	Number of service requests that can be handled within an hour	Calls Per Hour (CPH)	Not limited to "calls" and implies the number is a maximum number possible rather than normative.
Average Processing Time (APT)	Length of time spent handling a service request	Average Call Duration (ACD)	Provides for the additional time involved in handling a call - allows inclusion of dispatch activity
Net Available Work Hours (NAWH)	Actual time that employees are available to handle core tasks	Net Annual Work Hours (NAWH)	Recognizes availability to handle core tasks
W = TCV x HPC	Workload is total number of calls multiplied by the hourly processing capability	Total Calls (TC)	Transforms the number of calls into a measure of potential in hours.
Hour	Unit of measurement	Shift	Increases flexibility for centers using different combinations of shift lengths.
Agent Occupancy (AO)	Differentiate unavailable and "ready" or "available" time.	Busy time	Busy time on the phone does not account for busy time doing wrap-up.