Triage Data Model and Field Definitions

After reading this article, you will understand how ANET structures call records within Triage, what each field represents, how identifiers are generated, and how data supports oversight and integrations.

Every ANET call generates a structured record visible in Triage.

The Triage data model ensures:

• Unique call identification
  
  

• Clear routing visibility
  
  

• Audit transparency
  
  

• Integration traceability
  
  

• Supervisor review capability
  
  

Triage is not a transcript viewer. It is a structured operational record.

Each call is assigned a unique Prepared Triage ID.

Characteristics:

• Globally unique per deployment
  
  

• Generated at call initiation
  
  

• Persistent across lifecycle
  
  

• Referenced in logs and integrations (if enabled)
  
  

The Triage ID can be used for:

• Internal reference
  
  

• Support escalation
  
  

• Audit investigation
  
  

It does not replace CAD incident numbers.

The Caller Identifier field typically displays:

• Caller phone number (ANI), when available
  
  

If caller ID is blocked:

• The field may appear as Unknown or equivalent
  
  

Caller identity is based on telephony metadata, not self-reported caller name.

The Intent field reflects:

• The final resolved intent for the call
  
  

• The intent that triggered action execution
  
  

If escalation occurs before resolution:

• Intent may reflect last confident classification
  
  

• Transfer reason may override final action
  
  

Intent does not override safety triggers.

The Action field reflects what occurred at call conclusion.

Examples:

• Resolved automatically
  
  

• Transferred (intent-based)
  
  

• Transferred (human request)
  
  

• Transferred (safety override)
  
  

• CAD record created
  
  

• SMS sent
  
  

Actions represent outcome, not quality.

Transfer reasons provide transparency into routing decisions.

Examples:

• human_request
  
  

• safety_escalation
  
  

• duration_cap
  
  

• unsupported_language
  
  

• agent_failure
  
  

• jurisdiction_transfer
  
  

Transfer reason codes support trend analysis and investigation.

Each record includes:

• Call start time
  
  

• Action execution time
  
  

• Transfer time (if applicable)
  
  

• Status update timestamps (if enabled)
  
  

All timestamps reflect configured timezone settings.

Depending on deployment:

• Triage records may be exportable
  
  

• CAD submissions may reference the Triage ID
  
  

• Integration status may appear within the call record
  
  

Export capability depends on agency configuration.

• Triage is a structured operational record.
  
  

• The Prepared Triage ID uniquely identifies each call.
  
  

• Intent reflects caller's goal; action reflects the outcome.
  
  

• Transfer reason codes provide routing transparency.
  
  

• Triage supports oversight and integration validation.