With real-time alerts and collaboration, you can receive push notifications or emails whenever specific criteria 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 a certain type of feedback, or any feedback, during a specified time window
- Feedback with a specific follow-up option or open feedback category is left
When an alert is triggered, your team can add comments to the alert to document the 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 up alerts, read Set up alert triggers. Note that you need to have admin access to create alerts.
Subscribe to alerts
You can subscribe to alerts for a specific experience point or group. You will receive an email or push notification when an alert is opened, acknowledged, or closed, and when someone leaves comments to an alert.
- Go to My profile > Subscriptions
- Select Add new
- Select a group or experience point
- Select Alert as the subscription type.
- Select the delivery method.
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.
Comment on an alert
When viewing an alert on the Alerts page, there is a text box below the chart where you can leave a comment. You can use this to explain the context or to notify others 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.
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 Analytics > 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 also recorded and can be exported to be used to track the response inside the organization.