Alerts

An alert is a system condition that needs human attention. When the condition is met, woku sends an email notification to a list of recipients, and keeps notifying at the configured frequency while the condition persists. Alerts are managed from the Alerts menu in the panel. From there you can create one with the New alert button, filter the list by type, and see on each card the rule written in plain language, along with the counter of notifications sent.

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Types and conditions

There are two types of alert:

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Goals

Condition Goal about to close unmet: it triggers when there are fewer than N days left to close the goal period and the goal is still below the target. The number of days is configurable, 7 by default, with a range of 1 to 365.

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Volume

Two conditions on the response volume of a tool (wokus, NPS, CSAT, CES, or forms):

• Response drop: responses fall by more than a percentage against the recent average.
• Response spike: responses rise by more than a percentage against the recent average.

The detail of the statistical calculation is in Volume drop alerts. Action plans do not use alerts: their drafts notify the corresponding group of owners directly.

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Scope

Each alert defines what it applies to:

• Goals: all active goals, or a specific goal.
• Volume: all instruments of a tool, or a specific instrument.

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Frequency and recipients

The frequency works as a cooldown between notifications while the condition keeps occurring: Notifications reach a list of emails that you define freely, from 1 to 50 recipients. They do not need to be woku users.

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How it is evaluated

Each alert is evaluated automatically once a day. In addition, the Evaluate now button in the detail runs the same logic instantly, useful for testing a newly created alert. The detail of each alert opens in a side panel with the sections Rule, Applies to, Send notification to, Frequency, Dispatch history, and System status. The System status section shows the date and time of the last review and the resulting status:

• Triggered: the condition is met and a notification is due.
• All good: the condition is not met.
• Insufficient data: there is not yet enough history to compare. The alert will trigger once there is.

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Dispatch history

When an alert fires, it sends the email to the recipients and records that dispatch in the Dispatch history of the detail, with date and time. The alert card in the list shows the cumulative counter of notifications.

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Audit

Creating, editing, deleting, and evaluating an alert are recorded in the audit log as alert.create, alert.update, alert.delete, and alert.evaluate.