EV Charging Support Glossary

Plain-English definitions of the terms charge point operators, fleet managers, and EV support teams use every day — from OCPP and CPMS to NEVI and truck rolls.

AI Voice Agent

An autonomous conversational AI that answers, understands, and resolves voice calls in natural language. EVCalls' voice agents handle EV driver support calls end-to-end, querying chargers via OCPP and escalating only when necessary.

Charge Point Operator (CPO)

A company that owns, installs, and operates EV charging stations. CPOs are responsible for charger uptime, driver support, billing, and network operations.

Charge Point Management System (CPMS / CMS)

The backend software CPOs use to monitor charger health, manage driver accounts, process payments, and handle session data across their network.

Connector

The physical plug a driver attaches to their EV. Common types include CCS1 (North America), CCS2 (Europe/GCC), CHAdeMO, NACS/Tesla, and Type 2 AC. Connector faults are one of the top three reasons drivers call support.

DC Fast Charging (DCFC)

High-power direct-current charging, typically 50 kW–350 kW, delivered directly to the EV battery for fast top-ups on highways and travel corridors.

eMSP (e-Mobility Service Provider)

A company that provides EV drivers with access to charging networks via an app, RFID card, or roaming agreement. eMSPs typically don't own chargers — they resell access via OCPI roaming.

First Call Resolution (FCR)

The percentage of support calls fully resolved on the first contact with no follow-up needed. EVCalls deployments typically achieve 75–85% AI-only first call resolution.

Mean Time to Repair (MTTR)

The average time it takes to restore a faulted charger to service. AI support reduces MTTR by triaging faults instantly and dispatching technicians only when truly needed.

NEVI (National Electric Vehicle Infrastructure)

The U.S. federal program funding public DC fast charging along major highway corridors. NEVI sets minimum reliability and uptime standards (97% per port) that operators must meet.

OCPP (Open Charge Point Protocol)

The open international standard governing communication between EV chargers and central management systems. EVCalls is fully compatible with OCPP 1.6 and OCPP 2.0.1.

OCPI (Open Charge Point Interface)

The open protocol used between CPOs and eMSPs to enable roaming, real-time tariffs, and session sharing across networks.

PDPL (Personal Data Protection Law)

Data privacy laws in the UAE and Saudi Arabia governing how personal data (including call recordings and driver identifiers) must be handled. EVCalls' GCC deployments are aligned with both PDPL UAE and PDPL KSA.

RemoteStartTransaction

An OCPP message that instructs a charger to begin a charging session for a specific driver/RFID without physical input. EVCalls uses this to start sessions remotely during driver support calls.

Session Fault

A failure during an active charging session — common causes include connector lock failures, communication drops, payment authorization timeouts, and OCPP error codes from the vehicle or charger.

Status Notification

An OCPP message a charger sends when its operational state changes (Available, Preparing, Charging, Faulted, Unavailable). EVCalls reads these in real time to diagnose driver-reported issues.

Truck Roll

A dispatch of a field technician to a charging site. Each truck roll typically costs $300–$700. Reducing avoidable truck rolls is one of the highest-ROI outcomes of AI-powered support.

Uptime

The percentage of time a charger is operational and able to deliver a session. Public reliability standards (NEVI in the US, EU AFIR) increasingly require 97%+ per-port uptime.

Warm Transfer

An escalation pattern in which an AI agent hands off a live call to a human agent along with the full transcript and diagnostic context — so the human picks up without making the driver repeat themselves.