Dispatcher Certification and Call Review Agent

Call quality reviews and certification renewals are often uneven: some dispatchers get reviewed often and others rarely. This agent picks a fair sample of calls for each dispatcher against the review form. It checks each call for the required protocol steps, such as address confirmation and the right questions in the right order, and scores them with the evidence quoted. If the evidence is unclear, such as poor audio, it returns the call for a second look and picks another. It also tracks each certification date and warns well before it ends. From the results it builds a short coaching plan per dispatcher. The supervisor approves all feedback before staff see it. Edge case: a dispatcher was on training status during the sample, so the agent applies the trainee form instead of the standard one.