Tags allow call-takers and dispatchers to categorize dispatches in whatever manner they see fit. You define your own tags to meet whatever business requirements are in play.

A total of 64 different tags -- active or inactive -- can be defined in the system.


Examples of Tags

Here are some examples of how the tags system can be useful:

Multiple tags can be set on each dispatch record

You can set up to eight tags on each dispatch record... and you can tag a return trip differently than its outbound trip. Later, you can filter for all dispatches that do, or do not, have a certain tag.

Creating and Modifying Tags

From Dispatch Home, select Tags List. This opens the list of all tags, including the inactive ones.

Create as many different tags as you need. You can disable and re-enable them as you see fit. When you disable a tag, all dispatches tagged with it remain so, but no new dispatches can be tagged with it.

If you do not need to use the tags system, then disable all defined tags. The tagging controls will then disappear from all dispatcher pages.

Be careful when changing the meaning of a tag

Each tag is tracked by its unique ID number. Therefore you should not re-use an old tag for a new purpose: dispatches tagged with the old tag will then be tagged with the new meaning, which probably isn't desirable. If you wish to change a tag's meaning, disable it and create a new one.

Deactivate and Reactivate Tags Any Time

From the Tags List you can deactivate and reactivate any tag at any time, simply by clicking the "Active" button. The change takes effect immediately.

When a tag is inactive, it remains set on any prior dispatches where it had been set; it is not removed from any calls. However it can no longer be set on any new calls.

Tagging is Journalled

Use the Dispatch Edit page to view and change its tags. Any change to a dispatch's tags will be recorded in its journal, for later review.

Tags and the Workflow

During the postprocess workflow, each dispatch's tags list appears several times -- for review and modification. Dispatchers, QA reviewers, and billers can all review a dispatch's tag list, and add and remove tags as necessary.

Thus, you can delegate responsibility for applying certain tags to the dispatchers, and for applying other tags to the QA reviewers. The billers downstream can then use the tags to inform their decisions.

Tags also figure prominently in AngelTrack's report filters. All major reports, as well as many smaller grids, can filter by tag... showing all items that do or do not have a particular tag attached.

Why a Limit of 64 Tags?

AngelTrack has a hard limit of 64 tags in the system. But why? There are no such limits on all other items in the software.

The limit arises from how AngelTrack's database backend stores the tags attached to each dispatch record. Because the tags figure heavily in filtering so many reports, each dispatch's tags must be stored in a manner permitting the database engine to rapidly check which tags are set. This is accomplished using a database feature called "bit-fields".

A bit-field is a very fast method of storing up to 64 individual bits of information. Each bit in a bit-field can be individually queried -- very quickly -- to see if is set or not. Likewise a bit-field can be easily indexed by the database engine so that all tags on all records in the system can be checked with just a few disk accesses.

It just so happens that 64 is the largest bitfield available in AngelTrack's database engine (Microsoft SQL Server).

Bulk Removal of Tags from Tagged Dispatches

If you wish to repurpose a tag, you should first clear it from all dispatches that currently carry it.

AngelTrack can do this for you automatically. From Tag Edit, untick the ☑ Active checkbox. If any dispatches are currently carrying the tag, you will be presented with an option to ☑ Remove this tag from the dispatches that carry it. If you tick that latter checkbox and then click "Save", the tag will be removed from all tagged dispatches.

This removal of tags from dispatches will be reflected in each dispatch's journal.

Tag Statistics

As mentioned above, a great many reports in AngelTrack have tag filtering, allowing you to use tags to slice and dice your data.

There are also specific reports about the tag, analyzing how and where it is used:

Each tag has a "Statistics" tab under its Tag Edit page, which gives detailed volume numbers for calls that are tagged with it. The chart has several filters, allowing you to zoom in on a certain date range or a certain facility. Meanwhile the "Dispatches" tab, also under Tag Edit, builds a detailed list for you of all dispatches with the tag.

There is also the Call Share By Tag report, under Dispatch Home, which displays the relative frequencies of all of your tags.

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