My Alerts

What is My Alerts?

• Tracks key metrics - Monitor NPS, CSAT, ratings, and averages automatically
• Detects threshold breaches - Get alerted when metrics exceed or fall below targets
• Monitors consecutive trends - Identifies sustained problems or improvements
• Sends notifications - Receive email alerts when thresholds are breached
• Provides visibility - Dashboard view of all alerts and their current status

Understanding Alert Status

Green (Good)

• Metric is within acceptable range
• No action needed
• Everything is performing as expected
• Icon: ✓ 

Amber (Warning)

• Metric is approaching threshold
• Early warning signal
• Consider investigating but not urgent
• Icon: ⚠ 

Red (Breach)

• Metric has crossed the threshold
• Requires immediate attention
• Alert threshold has been exceeded
• Icon: ✕ 

Getting Started

Viewing the Alerts Dashboard

1. Navigate to the Insights section
2. Click on "My Alerts" or "Alert Monitoring"
3. You'll see the main dashboard with:

• Stats Cards at the top showing counts
• Filters to narrow down alerts
• Alerts Table with all configured alerts

Understanding the Stats Cards

Creating a New Alert

Step 1: Open Create Dialog

Step 2: Configure Alert Settings

• Choose which survey/campaign to monitor
• Only campaigns with responses can be monitored

• Select the specific question you want to track
• Must be a question with numeric data (ratings, scores)

• NPS (Net Promoter Score): For NPS questions

• Calculated as % Promoters (9-10) minus % Detractors (0-6)
• Range: -100 to +100
• Example: Alert when NPS drops below 50

• CSAT (Customer Satisfaction): Satisfaction percentage

• Typically tracks % of positive responses (4-5 stars)
• Range: 0% to 100%
• Example: Alert when satisfaction drops below 80%

• Rating: Track average rating values

• Average of all numeric ratings
• Range depends on your rating scale
• Example: Alert when average rating falls below 4.0

• Average: General average calculation

• For any numeric question
• Useful for custom metrics

• Set your target threshold
• This is the value that triggers alerts
• Example: Target = 4.0 for a 5-star rating

• Above: Alert when metric goes ABOVE target (for metrics where higher is bad)
• Below: Alert when metric goes BELOW target (for metrics where lower is bad)

• Set a warning level before breach
• Example: Warning at 4.2, Breach at 4.0
• Gives you early warning to take action

• Number of consecutive evaluations before triggering
• Prevents false alarms from temporary fluctuations
• Example: Alert only after 3 consecutive breaches

• Enter email address(es) to receive alerts
• Multiple emails can be separated by commas
• Leave blank if you only want dashboard monitoring

Step 3: Save the Alert

Understanding the Alerts Table

Question Column

• Top line: Question title/text
• Bottom line: Survey/campaign name
• Shows what's being monitored

Metric Column

• Colored chip showing metric type
• Blue: NPS
• Green: CSAT
• Orange: Rating
• Purple: Average

Target Column

• Top line: Target threshold value
• Bottom line: Threshold type and warning level
• Example: "4.0 | Below threshold with 4.2 warning"

Status Column

• Current alert status (Green/Amber/Red)
• Colored chip with icon
• Updates automatically as metrics change

Points Column

• Shows consecutive breach or warning points
• Helps understand if it's a sustained issue
• Example: "3 breach points" means 3 consecutive breaches

Notifications Column

• Email icon (filled if configured, outlined if not)
• Shows configured email address
• "No notifications" if email not set up

Last Evaluated Column

• Date and time of last check
• Shows how recent the status is
• "Never" if alert hasn't run yet

Actions Column

1. Chart Icon: View metrics history and trends
2. Pencil Icon: Edit alert configuration
3. Play/Pause Icon: Activate or pause the alert
4. Delete Icon: Remove the alert permanently

Filtering and Searching Alerts

Status Filter

• Filter by current status
• Options: Good, Warning, Breach
• See only alerts in a specific state
• Example: Show only "Breach" alerts that need attention

Active Filter

• Show active or inactive alerts
• Options: Active, Inactive
• Find paused alerts or only active ones

Search Box

• Search by survey name or question text
• Real-time filtering as you type
• Searches across campaign and question names

Managing Alerts

Viewing Metrics History

• See metric trends over time
• View historical values
• Understand when breaches occurred
• Analyze patterns and trends

• Line chart of metric over time
• Threshold lines (target and warning)
• Color-coded zones (green/amber/red)
• Data points for each evaluation
• Breach events highlighted

Editing an Alert

1. Alert configuration dialog opens
2. Current settings are pre-filled
3. Modify any settings (threshold, email, consecutive points)
4. Click "Save" to update
5. Alert immediately uses new settings

• Target threshold values
• Warning levels
• Email notification addresses
• Consecutive points requirement
• Note: Cannot change campaign or question (create new alert instead)

Pausing/Activating Alerts

• Temporarily stop monitoring
• No evaluations or emails sent
• Alert remains configured
• Status shows as "Inactive"
• Use when: Temporarily not relevant, during maintenance, etc.

• Resume monitoring
• Evaluations and emails resume
• Status shows as "Active"
• Picks up where it left off

Deleting Alerts

1. Confirmation dialog appears
2. Review alert you're deleting
3. Click "Delete" to confirm or "Cancel" to keep
4. Warning: This action cannot be undone
5. Alert and all history are permanently removed

• Alert no longer needed
• Campaign has ended
• Question removed from survey
• Duplicate alert created by mistake

Understanding Alert Evaluation

• Alerts run on a scheduled basis (typically daily or hourly)
• Check "Last Evaluated" column for timing
• Automatic evaluation - no manual checking needed

• Recent responses (usually rolling time window)
• Calculates current metric value (NPS, CSAT, rating, average)
• Compares to your configured thresholds
• Tracks consecutive points

• Prevents false alarms from one-time fluctuations
• Requires sustained breach before alerting
• Example: Set to 3 means alert fires after 3 consecutive breaches
• Resets if metric returns to normal

Email Notifications

• Email to configured address(es)
• Subject line with alert status
• Details about the breach
• Current metric value
• Link to view full metrics

• Sent when alert first moves to Red status
• May include re-notification settings (check system settings)
• Not sent for Amber (warning) status by default

• Edit alert to add/change email addresses
• Remove email to stop notifications (dashboard only)
• Multiple recipients: separate emails with commas

Best Practices

Setting Effective Thresholds

1. Review historical data first
2. Understand typical metric ranges
3. Set realistic thresholds
4. Adjust over time based on performance

• Set Amber threshold slightly before breach level
• Gives you time to investigate and act
• Example: Warning at 4.2, Breach at 4.0

• Don't set thresholds too close to normal variation
• Use consecutive points to filter noise
• Start with 2-3 consecutive points minimum

Organizing Your Alerts

• Question titles should be descriptive
• Makes searching easier
• Helps team understand what's monitored

• Critical metrics: More sensitive thresholds, immediate email
• Important metrics: Moderate thresholds, email to team
• Monitoring metrics: Looser thresholds, dashboard only

• Check dashboard weekly
• Review all breach alerts immediately
• Investigate warning alerts
• Update thresholds as targets change

Choosing Consecutive Points

• Metric is very stable
• Single breach is significant
• Need immediate alerting
• Low data volume

• Normal variation exists (typical)
• Want to filter temporary spikes
• Medium data volume
• Most common setting

• High normal variation
• Want to detect sustained trends only
• High data volume
• Looking for long-term shifts

Email Notification Strategy

• Add multiple stakeholders
• Include managers and team leads
• Ensure 24/7 coverage if needed

• Use team email address
• Include those who can act on issues
• Don't over-notify - alert fatigue is real

• Your email only
• Dashboards you're responsible for
• Experimental or test alerts

Troubleshooting

• Alert was just created - wait for first scheduled run
• System scheduling may be delayed
• Check with administrator if persistent

• Verify threshold direction (above vs below)
• Check consecutive points requirement
• Review actual metric values in metrics dialog
• Ensure alert is Active (not paused)

• Verify email address is correct
• Check spam/junk folders
• Ensure alert status is Red (not Amber)
• Confirm consecutive points threshold met

• Check question type and metric type match
• Verify sufficient responses for calculation
• Review time window used for calculation
• Check for data quality issues

• Increase consecutive points requirement
• Adjust threshold values
• Add wider warning margin
• Review normal variation in data

• May indicate system issue
• Campaign might be paused
• Check with administrator

Common Alert Configurations

Example 1: NPS Monitoring

• Metric Type: NPS
• Target: 50
• Threshold: Below
• Warning: 45
• Consecutive Points: 2
• Purpose: Alert when NPS drops below 45 for 2 consecutive periods

Example 2: High CSAT Standard

• Metric Type: CSAT
• Target: 85%
• Threshold: Below
• Warning: 83%
• Consecutive Points: 3
• Purpose: Maintain high satisfaction standard

Example 3: Rating Quality Check

• Metric Type: Rating
• Target: 4.0
• Threshold: Below
• Warning: 3.8
• Consecutive Points: 2
• Purpose: Ensure ratings stay above 4.0 on 5-point scale

Example 4: Early Warning System

• Metric Type: Average
• Target: 3.5
• Threshold: Below
• Warning: 3.4
• Consecutive Points: 1
• Purpose: Immediate notification of any concerning drops

Need More Help?

• The alert configuration (screenshot if possible)
• Campaign and question being monitored
• Expected vs actual behavior
• "Last Evaluated" date from the alert
• Whether email notifications are working
• Any error messages