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Alerts Basic Overview (Studio)

Suite

Customer Experience

Product

Qualtrics

What's on this page

About Alerts

You can create alerts in Discover that let you know and other users know when certain events happen with your data. If you want to create or manage alerts, click the profile icon and select Alerts.

There are 2 kinds of alerts you can create: verbatim and metric.

Verbatim Alerts

Verbatim alerts let you decide which topics you want to be notified about. Every time a certain topic is mentioned in customer feedback, an alert is triggered, letting you investigate the issue and act on it.

Creating verbatim alerts: A new verbatim alert is created in Designer. It defines topics to be monitored for new feedback. Refer to Designer Help to learn more about creating new verbatim alerts.

Subscribing: A group in Studio is subscribed to one or more alerts. See Subscribing to Verbatim Alerts.

Notifications: As new data is loaded into Designer, XM Discover monitors it and, when alert conditions are met, generates an alert. It then becomes available to all group members in Studio in the Alerts menu. Depending on settings, it may also be sent via email.

Document explorer: Each alert can be opened and examined in document explorer. See Viewing Verbatim Alerts

Interaction Alerts

Interaction alerts are the same as verbatim alerts, but they are created and managed in Studio.

Navigate to the Alerts page.

Make sure the Interaction tab is selected.

Click New Alert.

Name the alert.

Choose a category model from the drop-down menu to set the scope. Alternatively, you can alert project-wide.

Select the relevant categories (nodes) by clicking the category name. Click the plus sign ( + ) next to parent categories to expand them.

Click Next.

Select an attribute, then click the arrow pointing right to move them into the selection box. You can choose up to 3 attributes.

Qtip: Attributes act as filters for the alert conditions. The alert will not fire unless the selected attributes are populated in the relevant document.

Click Next.

Select the filters you would like to apply to the alert, then click the arrow pointing right to move them into the selection box.

Click Save.

MANAGING INTERACTION ALERTS

Click the menu icon to the right of your interaction alerts to manage them. You can edit, duplicate, enable, or delete alerts.

Metric Alerts

You can create an alert that sends out whenever a certain threshold is met by one of your metrics. These alerts can be in-app or over email. Set up metric alerts to keep informed on emerging trends, positive and negative spikes, and key goals to help stakeholders make decisions quickly.

See Creating Metric Alerts or Managing Metric Alerts for more.

FAQs

What is a category model? What is a topic?

A topic is a specific theme mentioned in open-ended feedback that XM Discover captures using category models. A category model is a rules-based hierarchical taxonomy used to organize sentences into topics.

Since category models are how XM Discover analyzes topics, you will see “category model” and “topic” used interchangeably throughout the platform.

What is considered a document?

A document is an entire feedback response. The document explorer lets you click and highlight individual sentences within a larger feedback response. When you switch between documents, you are switching between feedback responses.

If I updated the scoring model's topmost topic (root node), but didn’t update my existing (historical) data, will classification be performed on my existing data automatically?

Like any other topic, changes to the root node, when published, only apply to data collected going forward. Unless you run a classification on historical data, the historical data will be unaffected.

How do I enable / disable a rubric?

See Enabling Rubrics.

What is the difference between a rubric and a scorecard?

A rubric defines the expectations, while a scorecard illustrates the results.

One way of thinking about it is that a rubric is the input, and a scorecard is the output.

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