Dispatch Call Analytics transcribes your recorded calls, identifies who spoke when, and lets you find a call by what was said, when it was said, and which line it came in on. Then it plays the recording from that point.
The problem
Balancing Authorities, Reliability Coordinators, Transmission and Generator Operators, Distribution Providers, ISOs and RTOs record every control-room call. Finding a specific call, or what was said in it, still means listening through recordings by hand.
That is slow for everyone and costly for teams like Market Settlements, who rely on call content to charge and bill market participants accurately.
People replay recordings and type up what was said, by hand, just to find one instruction or one MW value.
Settlements need proof of who asked for what, and when.
NERC asks for dated, timestamped evidence of Operating Instructions.
Recordings must be preserved untouched when they may become evidence.
NERC communication standards
Dated, timestamped recordings and transcripts as evidence for Operating Instructions issued during an Emergency, with three-part communication checked on every call.
How it works
It works with the call recording system you already have. Nothing changes for your operators.
Step 1
Your existing call recording system keeps capturing every control-room line.
Step 2
Each recording becomes a timestamped transcript, checked for quality and confidence.
Step 3
Speakers are separated and labeled, so every line is attributed to the person who said it.
Step 4
Search by what was said, when, and on which line, then play the recording from that exact moment.
Integration
When a call discusses taking an outage, the call is linked to the matching ticket in your external outage ticketing system. The conversation behind every outage is one click away, and you can search calls by ticket number.
Features
Transcript & playback
Every call opens as a conversation, not a waveform. Each line is attributed to a speaker, stamped with its time and playable on its own.
Ask
Ask in plain English, such as which breaker tripped at a station or what was handed over at shift change. Answers come only from the call transcripts, and every sentence links back to the call it came from.
Call log
See each call with its line, direction, station and length, plus icons that show whether the transcript is clear, whether three-part communication was used, whether it fell in an emergency, and whether it is under Legal Hold.
Emergency windows
Declare an IROL, SOL, capacity, load-shed or other emergency for a period. Every call that overlaps it is flagged, so the calls you must show under NERC COM-002-4 are already gathered.
Terms dictionary
Add your stations, equipment, procedures, members, ISOs and RTOs, transmission lines, acronyms and jargon, along with the ways people actually say them. Transcripts and search both get better.
Dashboard
Calls today and in the last hour, transcript reliability and confidence, flagged calls and daily volume, per phone line or across all of them.
Who benefits
The same searchable record pays off in the control room, in compliance, in legal and in the back office.
Control room
Billing accuracy
Interchange checkout
Legal Hold, per call
Place a Legal Hold on an individual call recording when it may be needed for litigation, a regulatory investigation or another legal proceeding. The hold preserves the recording and all its data, and blocks any change or deletion until an authorized administrator removes it.
When a hold applies
NERC compliance
NERC COM-002-4 accepts dated, timestamped voice recordings and transcripts as evidence for Operating Instructions issued during an Emergency. Dispatch Call Analytics keeps both, marks the calls that fall in each emergency window, and shows where three-part communication (COM-003-1) was followed.
COM-002-4 · Issuers · RC, TOP, BA
For two-party Operating Instructions issued during an Emergency, show that the issuer confirmed the repeat-back was correct, reissued the instruction, or took another action.
COM-002-4 · Recipients · BA, DP, GOP, TOP
Show that the recipient repeated the instruction and received confirmation, or asked for it to be reissued.
COM-002-4 · Burst instructions · BA, RC, TOP
For single- or multiple-party burst instructions during an Emergency, show that at least one receiver got it.
Summaries of the COM-002-4 measures for orientation only; refer to the NERC standard for the exact requirements. Dispatch Call Analytics supplies evidence and does not replace your compliance program.
Built for
Many organizations hold several of these registrations at once. Dispatch Call Analytics serves all of them from one record.
Real-time balance of generation and load, and interchange checkouts.
Wide-area reliability oversight and emergency coordination.
Operates the high-voltage transmission grid.
Operates generating facilities and receives dispatch instructions.
Operates the distribution system that serves customers.
Run organized wholesale markets, dispatch and settlements.
Platform
Dispatch Call Analytics is built on Databricks, with call recordings, transcripts and metadata stored according to your company's retention policy.
See Dispatch Call Analytics search, transcribe and play back control-room calls in a live demo.
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