Alerts Summary
When feedback raises an alert, three questions decide whether it matters: how many are still open, how quickly are we closing them, and who's on the hook? Alerts Summary answers all three on one screen. It's the reporting companion to the Alerts product — where Issues & triage is the live queue your team works, Alerts Summary is the management view over it: a dashboard that turns your whole alert backlog into resolution rates, ageing buckets, average resolution times and a per-user leaderboard, then lists every individual alert in a single sortable panel. Open it when you want to know whether alerts are actually being handled, not just raised — and to hold the follow-up loop accountable.
What makes it distinctive is that it reads your alerts as a workflow, not just a count: it separates open from resolved, ages the open ones (0–48h, 2–7 days, 7+ days), tracks how long resolution takes in hours, and attributes every closure to the team member who made it.
What you'll see
Filter the whole dashboard from the top bar: by date range, workspace, questionnaire, event (the trigger that raised the alert, e.g. Detractors), open-alert age and status.
The report opens with four headline KPI tiles:
- Total Alerts — every alert raised in the period, with a sparkline of the trend.
- Open Alerts — the share (and count) still unresolved, split into opened ≤ 7 days and opened > 7 days so an ageing backlog is obvious at a glance, with a donut of the split.
- Follow-Up Alerts — the share flagged for follow-up rather than closed outright.
- Resolved Alerts — the share (and count) closed, alongside the average resolution time in hours and the number of team members who resolved at least one alert.
Below the tiles, four blocks turn those totals into something you can act on:
- Weekly Alerting View — a week-by-week bar chart of open, follow-up and resolved alerts, with average resolution time overlaid as a line on its own axis, so volume and speed sit side by side.
- Resolution Performance by User — a leaderboard of the people clearing alerts: resolved count and average resolution time for each user.
- Events' Resolution Performance — a breakdown by event and questionnaire: total alerts, the open / follow-up / resolved split as percentages, average resolution time, how many users resolved at least one, and the active / deactivated subscriber counts for that event.
- Alerts Panel — the row-level list of every alert, sorted by how long it's been open. Each row carries the response's instance ID, the responder's channel identifier and contact info, the event and questionnaire, status, open-duration bucket, created and resolution times, who resolved it, plus any notes, tags, segments and the NPS score that triggered it. It has its own open-duration filter and pagination, so you can work the backlog straight from the table.
Two terms worth knowing
Open Duration groups alerts by how long they've been open — 0–48h, 2–7 days and 7+ days. Responder's Channel Identifier is the exact address the questionnaire was sent to — the email or phone number of the recipient.
Put it to work
- Clear the ageing backlog first. The opened > 7 days tile and the 7+ days bucket in the Alerts Panel surface the alerts that have slipped — start there.
- Hold the loop accountable. Resolution Performance by User shows who's closing alerts and how fast, so recognition and coaching both have numbers behind them.
- Find where alerts pile up. Events' Resolution Performance tells you which trigger or survey generates the most alerts, and which is slowest to clear.
- Watch speed, not just volume. The resolution-time line in the Weekly Alerting View shows whether you're keeping pace as alert volume rises.
The panel doubles as a worklist
The Alerts Panel is filterable and row-level, so it isn't only for reporting: filter it to 7+ Days and work top-down to attack the oldest, highest-risk alerts first.