Call management system for a dispatch center

An electronic computing device for call queue improvement, the device comprising:

• an electronic processor configured to
• receive a first call,
• direct the first call to a first call workstation,
• analyze the first call for a key incident factor,
• calculate a first estimated call length based on the key incident factor, and
• determine, based on the first estimated call length, whether to assign a queued call, received at the electronic computing device after the first call, to the first call workstation or to a second call workstation.

A method for improving call queue management at a dispatch center, the method comprising:

• receiving, at an electronic computing device, a first call;
• directing the first call to a first call workstation;
• analyzing, via an electronic processor of the electronic computing device, the first call for a key incident factor;
• calculating, via the electronic processor, a first estimated call length based on the key incident factor;
• and
• determining, via the electronic processor and based on the first estimated call length, whether to assign a queued call, received at the electronic computing device after the first call, to the first call workstation or to a second call workstation.