A typical PSAP performance target for call answering is within how many seconds?

A typical PSAP performance target for call answering is within how many seconds?

• A. Within 8 seconds
• B. Within 12 seconds
• C. Within 20 seconds
• D. Within 10 seconds

Answer: (D)

PSAP performance targets for call answering focus on how quickly a call is picked up after it rings the center. The key measure is the time from when the call rings to when a telecommunicator answers it, and agencies aim to keep most calls connected quickly so people in emergencies aren’t left waiting. Within 10 seconds is the typical target because it represents a standard that's achievable with proper staffing and processes while still ensuring rapid contact with a dispatcher. This benchmark is widely used in APCO/NENA guidance to balance responsiveness with realistic call-handling capacity, helping to minimize caller distress and ensure timely dispatch. Smaller targets like 8 seconds can be very demanding and require higher staffing levels, while 12 seconds or 20 seconds would exceed common performance expectations and could lead to longer wait times for callers in need.

PSAP performance targets for call answering focus on how quickly a call is picked up after it rings the center. The key measure is the time from when the call rings to when a telecommunicator answers it, and agencies aim to keep most calls connected quickly so people in emergencies aren’t left waiting.

Within 10 seconds is the typical target because it represents a standard that's achievable with proper staffing and processes while still ensuring rapid contact with a dispatcher. This benchmark is widely used in APCO/NENA guidance to balance responsiveness with realistic call-handling capacity, helping to minimize caller distress and ensure timely dispatch.

Smaller targets like 8 seconds can be very demanding and require higher staffing levels, while 12 seconds or 20 seconds would exceed common performance expectations and could lead to longer wait times for callers in need.