Call Tagging (AQA)

Audience: Supervisors
Last Updated: 03/04/2025

Outcome Statement

After reading this section, you will be able to create, manage, and review custom call tags and use the Auto-Check Protocols feature to streamline your QA process and ensure compliance.

Overview

The Auto-Check Protocols feature automatically evaluates emergency calls against predefined protocols, ensuring adherence to call-taking standards. The Custom Call Tagging feature allows you to categorize calls based on your own unique definitions, helping you identify and review the most critical calls for quality assurance, training, and analytics.

Examples of Custom Call Tags

Message	Example
High-Risk Domestic	"A domestic incident involving a reported weapon or history of violence."
CPR Instructions Given	"CPR instructions were provided to the caller during the emergency."
Possible Caller Impairment	"The caller is potentially under the influence of drugs or alcohol."

Prerequisites

✅ Supervisor role required to manage tags and protocols.
✅ Access to Settings in Prepared AQA.

Step-by-Step Instructions

1. Access Auto-Check Protocols

From the Dashboard, click Settings.
Click Auto-Check Protocols in the left navigation.

2. Review Available Protocols

Review the list of available protocols, including:
- Basic Protocols: Foundational questions for all calls (e.g., location, emergency type, callback number).
- Incident-Specific Protocols: Tailored to specific incidents like shootings or medical emergencies.

3. Add or Edit Protocols

To edit an existing protocol, click the Edit icon.
Modify the text, and if applicable, assign a nature code.
Click Save to apply changes.

To add a new protocol:

Click Add Protocol.
Enter the protocol name and description.
Assign a nature code (optional).
Click Save.

4. Create Custom Call Tags

From Settings > Tags, click Add Tags.
Enter the tag name and description.
- Pro Tip: Use plain language to ensure tags are clear and actionable.
Click Save to apply the tag.

5. Turn Tags Off

To disable a tag, go to Settings > Tags and toggle "Auto-apply with AI" off. This will prevent new calls from being tagged, but does not remove tags from past calls.

Best Practices

For Auto-Check Protocols:
- Keep protocols clear and concise to ensure accuracy in AI evaluations.
- Regularly review and update protocols to match current SOPs.
For Custom Call Tagging:
- Define tags with specific, actionable criteria.
- Test tags periodically and adjust criteria to improve accuracy.

FAQs

Question	Answer
Can dispatchers modify default messages?	No, only supervisors can modify default messages.
Can I create multiple custom tags for the same call?	Yes, if the call meets the criteria for multiple tags, it will be tagged accordingly.
Are message changes tracked?	Yes, all changes are tracked and visible in the audit log.
What happens if a tag is applied incorrectly?	You can flag the incorrect tag, provide feedback, and adjust the criteria or prompts.

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