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 and average resolution times, 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, rule (the alert rule 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, the Alerts Panel turns those totals into something you can act on. It's 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 rule 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.
- Find where alerts pile up. Filter by rule or questionnaire to see which trigger or survey generates the most alerts, and check the Resolved Alerts tile to see how quickly they're being cleared.
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.