Flagging and Reviewing Incidents

Product: Prepared
Audience: Supervisors
Last Updated: 03/03/2025

Outcome Statement

After reading this section, you will be able to flag incidents for review, manage flagged incidents, and conduct incident reviews for training, policy adherence, or incident quality assurance.

Overview

Flagging incidents helps Supervisors track critical calls requiring:

Policy compliance review.
Dispatcher coaching.
Incident documentation improvements.

Prerequisites

✅ Supervisor role required.

Detailed Instructions

1. Flag an Incident

Open any active or resolved incident.
Click Flag Incident.
Add a reason for the flag (policy review, training opportunity, critical call).

2. Manage and Review Flagged Incidents

Open the Supervisor Dashboard.
Apply the Flagged Incidents filter.
Review each flagged incident by:
- Reading the transcript.
- Reviewing media files.
- Adding supervisor notes.
- Meeting with dispatchers if follow-up is needed.

3. Remove Flag After Review

When review is complete, click Unflag Incident.
Add optional resolution notes.

Best Practices

Flag incidents for positive and corrective coaching.
Use consistent flag reasons for better reporting.
Document all follow-up actions in supervisor notes.

FAQs

Question	Answer
Can Dispatchers see flagged incidents?	No, only Supervisors and Admins.
Are flags visible in exports?	Yes, flagged status and notes are exported.
Can flags trigger notifications?	Optional — set notifications in Settings > Notifications.

Keyword Flagging vs. Transcript Search vs. Tags

Feature	When to Use	How to Set Up	Example
Keyword Flagging (Real-time Alerts)	Use when you need immediate notifications (email/in-app) when a certain keyword is mentioned in a call.	Create a keyword list in workflows. When a match is found, the call is flagged and notifications are triggered.	If a caller says "explosion", the fire chief gets an immediate email, and the floor supervisor gets notified in-app.
Transcript Search (Post-call Investigation)	Use when you don’t need alerts, but want to search past calls for a specific word or phrase.	Use the Transcript Search filter in Analytics to enter a word/phrase (can combine with other filters and save as a custom dashboard).	A supervisor searches for past calls where "fentanyl" or "ambulance" was mentioned without needing notifications. Create a dashboard for regular tracking.
Tagging (Context-based AI Categorization)	Use when you need to group calls by broader context, not just keyword matches.	AI-based prompts tag calls based on the situational context, not just words.	A supervisor tags calls where a weapon was present, even if terms like "gun" weren’t specifically used.

Which One Should You Use?

Question	Recommended Option
Do I require real-time notifications?	Yes → Use Keyword Flagging
	No → Go to the next question.
Am I looking for a specific word/phrase in my calls?	Yes → Use Transcript Search
	No, I need broader context-based categorization → Use Tagging