In the Action Center, you will receive notifications when response scores deviate from the average score over a selected period. It displays all notifications generated in the current environment for you as a logged-in user.
The Action Center works for all experience types, but is mainly used for SX (Service Experience), CX (Customer Experience), and UX (User Experience), as these generate more frequent data.
Notification levels
Survey-level notifications are created when the average total score over the past X hours deviates more than a set percentage from a defined average period.
Example
A notification is sent when the total score of the past 24 hours deviates by 40% from the average score of the past 90 days.
You can define thresholds for low, medium, and high priority. For example:
- Low priority: 10% deviation
- High priority: 45% deviation
You can also receive notifications by email based on a selected threshold to monitor trends over time.
Question-level notifications work the same as survey-level notifications, but focus on the score of a specific question instead of the total survey score.
You can also receive notifications based on deviations in email invites. The average is calculated based on the same weekday over a selected number of weeks.
Example
If a survey is sent to 400 people on a Monday, while the average of the past 8 Mondays is 600 invites, the deviation is 33%. Based on your thresholds, a notification is generated.
How do I set up notifications?
- Go to Notifications in the menu.
- Click the Notification rules button in the top-right corner.
- Select the level for which you want to create a rule:
- Survey level
- Question level
- Email invites
- Click the + icon to create a new rule.
- Fill in the form:
- Name: Enter a name for your notification rule.
- Trigger type: Select when the rule should be triggered.
- Survey: Select the survey.
- Duration: Enter the number of hours.
- Number of responses: Set a minimum number of responses.
- Configure the thresholds:
- High importance threshold: For high deviation.
- Middle importance threshold: For normal deviation.
- Low importance threshold: For low deviation.
- Select a timeframe to determine the average response score.
- Select the importance threshold notification you want to receive.
- Review your settings and click Finish.
Editing and (de)activating a notification rule
Spotler FeedbackPro was formerly called Insocial.
Spotler FeedbackPro was formerly called Insocial.
Spotler FeedbackPro was formerly called Insocial.