CART (Computer-Assisted Response Time) - A Decision Support Model for Estimating Conditional Response Times

At the beginning of each shift, the dispatcher enters into CART the delay-related and travel-related parameter values. CART then computes and stores the expected values and variances of the high-priority and low-priority conditional delay times. When a call arrives, the calltaker determines the priority of the call and enters it into CART, which then retrieves the corresponding high-priority or low-priority conditional delay time and travel time statistics from its memory bank and computes the response time. The calltaker advises the caller of this response time. CART can provide an updated response time for any caller who calls back to ask for it. CART can keep track of the response time provided for each low-priority call, and when the response time will apparently be exceeded, the call can be upgraded to a high-priority call to meet the original response time requirement. Future research suggestions, 4 exhibits, and 20 references.