Call management system for a command center

A method for call queue improvement, the method comprising:

• receiving, with an electronic processor of an electronic computing device, a first call from a communication device operated by a caller;
• analyzing, with the electronic processor, the first call for a first incident factor, wherein the first incident factor is indicative of an existing incident and includes at least one of a location of a source of the first call relative to the existing incident and a timestamp indicating a time at which the first call was placed after the existing incident was first reported;
• generating, with the electronic processor, a first automated message based on the first incident factor and information included in an incident record associated with the existing incident, wherein the first automated message indicates a type of the existing incident and a location of the existing incident;
• responding, with the electronic processor, to the first call with the first automated message, wherein the first automated message is output via the communication device operated by the caller;
• receiving, with the electronic processor, an answer from the caller in response to the first automated message;
• determining, with the electronic processor, that the first call is in regard to the existing incident based on the answer from the caller;
• and
• in response to determining that the first call is in regard to the existing incident, assigning, with the electronic processor, an existing incident identifier associated with the existing incident to a first call record of the first call;
• wherein generating the first automated message includes dynamically adjusting, with the electronic processor, content included in the first automated message based on the information included in the incident record associated with the existing incident as new information is either (i) received from one or more additional calls regarding the existing incident, (ii) added to the incident record by one or more call takers, or (iii) both (i) and
• wherein the method further includes
• receiving, with the electronic processor, a second later-received call that includes a second incident factor indicative of the existing incident, and
• responding, with the electronic processor, to the second later-received call with a second automated message including more details about the existing incident than the first automated message, the second automated message being generated according to the dynamic adjustment of the content of the first automated message.