Action center

The action center is where you will receive daily notifications when response scores deviate from the average score in the past 24 hours.

What trends can you recognize in your survey data? You can easily see this in the action center. The action center displays all notifications generated in the current environment for the logged-in user. It works for all types of experiences, but defaults to measuring SX (Service Experience), CX (Customer Experience), and UX (User Experience). This is because BX (Brand Experience) and EX (Employee Experience) surveys are typically conducted 1 to 4 times a year and don't generate as much data.

You can setup notifications on three levels. Those are: survey, question and email invites. Read the articles below for more information.

Notification levels

Survey-level notifications are created when the average total score of a survey over the past X hours deviates more than X percent from the average over a set period, or from all time.

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.

To indicate which notification has a high, medium or low priority, you're able to set 3 different percentages. For example, with a low priority, the deviation can be 10% and with a high priority, 45%. In order to signal trends in time, a notification can also be sent by e-mail at a self-chosen percentage.

Receiving question-level notifications is much the same as survey-level notifications, the only major difference is that these notifications relate to the score of a specific question.

In addition to notifications of deviations from survey results, you can also receive notifications of deviations in email invites. The average is always measured over weekdays. With this notification, you're able to measure daily whether the number of email invites deviates more than a set percentage from the average of the same weekday over the past x weeks.

Example: Survey X is sent to 400 people on Monday. The data shows that the average of the previous 8 Mondays was an average of 600 invites. The difference here is 33%. Based on previously set percentages, a notification is created with an average importance.

Instructions

Click on ‘notifications’ in the menu.
Create a ‘notification rule’ by clicking the black button in the top right corner.
Select a level for which you want to set a rule.

Notification on survey level.
Notification on question level.
Notification on email invites.

Click on the blue '+' icon to create a new rule for the selected level.
Fill in the form.

Name: enter a name for your notification rule.
Trigger type: select a trigger for your rule to apply.
Survey: select the survey to which you want this rule to apply.
Duration: enter the number of hours this rule will be applied.
Number of responses: set a minimum number of responses required for your rule to apply.

Fill in the form.

High importance threshold: set a threshold deviation percentage for when the score is higher than normal.
Middle importance threshold: set a threshold percentage for what should be considered a normal deviation.
Low importance threshold: set a threshold deviation percentage for when the score is lower than normal.
Timeframe: select a timeframe to determine the average response score.
Importance threshold notificaton: select the threshold for which you would like to receive a notification.

Review your entered details and click 'Finish' to create the rule.

Activate notification rules

Deactivate notification rules

Edit notification rules