Understanding the Alerts Tab in the Customer Portal

In this article, you will learn what information the "ALERTS" tab displays on the Customer Portal.

All users signed in to the Customer Portal can access the Alerts tab; however, only Dispatchers, Responders and Admin can respond to alerts. To change user permissions, refer to the How to Add, Edit and Remove Users article for assistance.

From the Customer Portal (https://portal.reactmobile.com), you can navigate and view the "Alerts" tab on the left-hand side of the screen.

On this tab, you are able to view all alert history, as well as, active alerts. For active alerts and help understanding how to resolve them, refer to the How to Respond to an Alert on the React Mobile Customer Portal article for assistance.

The Alerts Tab Highlights:

• Name: The device that the alert was triggered from.
• Health: Status of the alert (active, in progress or resolved).
• Responders: The number of people who have acknowledged and responded to an alert.
• Resolution: Time it took to respond to the alert.
• Date: Date that the alert was triggered.
• Time: Time from start of alert to resolving the alert.

Alert Details

By selecting a past alert, you can access more detailed information in the system and view additional history. The alert details page highlights the following information:

• Property: The organization the alert is associated.
• Property ID.
• Status: Status of the alert (active, in progress or resolved).
• Start time.
• End time.
• Resolved In: Time it took to respond to the alert.
• Resolved By: Who closed out the alert.
• Alert Source: The device that the alert was triggered from.
• Participants: Anyone who was involved in resolving and responding to the alert.
• Alert ID.

Under the alert details, the team will also be able to review all alert history associated with the event. Alert history outlines any movement of the alert source from room to room during the event and any response information, as well as, the location information of the app users responding to the alert.

Examining the Health Status of Alerts

• Healthy (Green): Indicates the alert has been resolved.
• Moderate (Yellow): Indicates the alert is in progress and there is at least 1 active responder.
• Critical (Red): Indicates the alert is active and there are no active responders.