On this page you'll find 4 different categories of information:
Alerts: items we need to bring to your attention such as complaints or risks in a community (each of these will always be at a community level)
Information: anything purely informational that we want to highlight (these will be across your whole portfolio)
Kudos: where we see your staff being thanked and complimented, we want to make you aware (each of these will always be at a community level)
Trending: where we see a topic in your customer communications that has been trending over the last 7 days (these will be across your whole portfolio)
Each item can be clicked on and will take you to further detail:
Alerts: clicking this will take you to the Community>Customers Requiring Attention page so that you can delve down further into each customer's experience
Information/Trending: clicking either of these will take you to a page showing how the topic has trended over the last period, providing a chart (showing your company average and current volumes) plus a breakdown of what's being said on this topic. Click here for more information on this.
Kudos: clicking this will take you to either a list of customers (if the phrase has originated from multiple people) or to a specific customer page
💡Tip: if you are particularly interested in a topic that is trending, you can "pin" the page so that you can keep an eye on how it's trending in the Insights area.
On this page, you can also:
Search for anything across your portfolio: Use this search box to ask questions of your data. Read this article for more information.
Filter by a specific category of information: Use the Category dropdown at the top of the list; clicking on a category will remove it from what's showing in the list.