Real-time Collaboration helps front-line personnel react quickly to changes in performance. The collection of features gives detailed information about alerts and makes it easy to acknowledge, comment and solve any issues negatively affecting performance.
You can use Real-time Collaboration to:
- Follow performance throughout the day
- React to issues immediately
- Fix problems before they have a chance to escalate
- Get positive reinforcement when things are going well
If you have Real-time Collaboration enabled, you can receive push notifications or emails whenever certain criteria for results are met.
The criteria can be:
- Percentage of negative responses (dark and light red) within a specified time window.
- The performance index being below or above a certain value for a specified amount of time
- Number of certain type of feedback, or any feedback, during a specified time window
When an alert is triggered, your team can then add comments to the alert to document a reason for it or to acknowledge that it’s being taken care of. This is a great tool for documenting lessons learned and the root causes behind changes in performance.
For instructions on how to set alerts read Set up alert triggers
To see all your alerts, go to the Alerts page. Click on an alert to see more details.
The title row of Alerts details shows the status of the alert. An open alert is either red (negative) or green (positive). When an alert is acknowledged, the color changes from red or green to grey. A closed alert is white. The title row also shows the time that has passed since the alert was originally created. When the feedback data in HappyOrNot Analytics indicates that the alert can be closed, the title row turns white automatically.
In the Alerts chart, you can see the development of the negative button presses as a percentage at 15-minute intervals (red horizontal line) leading up to the trigger and beyond within the alert monitoring window (light red background in the image). The dotted red line shows the average percentage of negative feedback during the alert monitoring window.
The red vertical line and the bell icon indicate the point when the alert was triggered. When the alert is positive, the vertical line is green and the background color is light green.
By clicking the info button in the upper right corner of the chart, you get more information on the location of the alert and the set trigger criteria. You can also go to the Analytics page from this view by clicking the link Open in Analytics.
The button presses before the vertical red or green line marking the alert are the button presses that resulted in opening the alert when they were compared against alert trigger criteria.
The background color of the chart (light red or light green) is drawn from the start of the alert monitoring window until the current time for an open alert, or until the alert close time for closed alerts.
If the alert trigger is based on the performance index, a blue line shows the index value at 15-minute intervals. A blue dotted blue line shows the index during the alert monitoring window that caused the alert. If there has been follow-ups and open feedback during the period, there are separate rows below the Alerts chart showing the number of follow-ups for the 3 biggest pain points or highlights. Click a row to see the full details of either pain points or highlights. Click a particular follow-up to see the open feedback related to that follow-up. There is a separate row for all the open feedback from the duration of the alert.
Comment on an alert
There is a text box below the Alerts chart where you can leave a comment about the alert, for example, to explain the context or to notify others on what steps have been taken to resolve the issue. When you have written a comment, click the arrow to add the comment to the alert.
NOTE! Comments cannot be deleted once they have been added to an alert.
Acknowledge an alert
You can acknowledge open alerts to let others know that the alert is being attended to or has been resolved even though it is still open. The Acknowledge button is in the Alert details and you can access the button in several ways:
- through a Real-time Alerts push notification
- though an email notice
- in HappyOrNot Analytics in Details> Real-time Alerts widget > alert row (click the row)
- in HappyOrNot Reporting > Alerts > a location (click the row):
When the Acknowledge button is clicked, an automatic comment appears showing when and by who the alert was acknowledged.
The time from an alert to an acknowledgment is recorded. This data can be exported from Analytics and can be used to track the response inside the organization.
Push notifications on Real-time Alerts commenting
Comments left on Real-time Alerts can be sent as push notifications to other members of personnel so that everyone is up to date with on-going issues and alerts.
To receive the push notifications, you must have a subscription for them.
Push notifications are sent from open, acknowledged, and closed alerts, and the alert type and status are indicated by the appropriate icons. Notifications show the location of the alert on the title row. By clicking a notification, you will see the details of the alert and the discussion thus far, and you can add your own comments, too.