How do I review and resolve potential issues?

Back at the home office, Amy’s compliance team reviews records in Vault CRM to see if any concerns require their attention.

There’s a new Monitored Text record where the Issues Found field is marked as True. This record came from Sarah’s call report, where she mentioned “18 year old” and “Natevba”.

By opening the associated Agent Flagged Phrase record, it’s easy for the home office team to see why the record was flagged — the Agent Flagged Phrase and the Agent Reasoning explain exactly why the agent flagged this note as violating the Off-Label rule previously created. The compliance team reviews the full context and decides that in this case, her mention of “18 year old” is in line with approved use.

The reviewer simply sets Reviewer Determination to False Positive, enters her notes, then chooses the appropriate status to advance the record through her company's internal compliance workflow. It’s a win-win: Sarah’s in the clear, and the compliance team is confident they are on top of any potential issues.