Shift supervisor handbook

Home

Dashboard: figures, trends, onboarding health, latest decisions.

Live Alarms

The queue and the operators, live.

Sites & Cameras

Sites, devices, forwarding per site and device.

Team

Users, roles, operator performance.

Billing

Subscription, usage, invoices.

Recordings

Every alarm and every decision.

Time range (for example Last 24 hours)

Sets the period for the figures and lists.

Admin / Operator switch

Switch to the operator screen to handle alarms yourself.

Settings, Profile, Log out

Account settings, your own profile, sign out.

Operator monitoring

Operators who are monitoring now. The line below shows how many are paused and how many are on cooldown (the hold after a real alarm).

The number is lower than your shift plan.

Sites waiting in queue

Site events that wait for an operator, with the alarms collected.

The number keeps growing.

Longest wait

The age of the oldest waiting site event.

It comes close to your target, or to the Alarm queue timeout.

Forwards to ARS today

Forwards to your alarm system today: by operator and with no operator.

"With no operator" is higher than you expect.

Assign...

Gives a waiting site to the operator you choose.

A site must be handled now by a specific person.

Reassign...

Moves a held site to another operator.

The current operator cannot finish it.

Release

Puts a held site back into the queue. It keeps its wait time.

The operator is blocked and anyone may take it.

Forward now

Sends the alarms of the site to your alarm system immediately.

The site cannot wait and no operator can take it.

The page shows a Coming soon notice at the top

Some live figures of this page are still being completed.

You can close the notice. If a figure looks wrong, compare it with Home (Latest decisions) and Recordings.

An operator is signed in but gets no sites

The shift is not started, or the operator is paused or inactive.

Ask the operator to click Start Shift.

A site stays Assigned for a long time

The operator is busy with a large site, or has left the desk.

Talk to the operator. Use Reassign... or Release.

"You can only assign operators who are actively monitoring"

The chosen operator is not monitoring.

Choose another operator.

"This operator is on post-forward hold and cannot take a site yet"

The operator has just confirmed a real alarm.

Wait or choose another operator.

"Failed to forward alarms. Please try again."

No destination is set, or the receiver did not answer.

Check Settings > Alarm reception. Use Send test event.

"End your shift before switching back to admin mode."

Your own operator shift is still running.

Open the menu on the operator screen and click End shift.

Monitoring

Shift started, in the queue or holding a site.

Yes

On hold (cooldown)

Confirmed a real alarm. Finishing it in the alarm system.

No, until the hold ends

Paused

Paused by the operator.

No

Inactive

Paused automatically: held a site too long without a decision.

No, until the operator starts the shift again

Offline

Not signed in, or connection lost.

No

A gap in the shift plan is coming

Decide before: either an admin switches to Operator, or you accept automatic forwarding for that time and tell the people at the alarm system.

You see Forwarded, no operator in Latest decisions

Open the entry in Recordings. Check that the alarm arrived in your alarm system and was handled there.

It happens often

Check shift coverage. Check Operator inactivity: a short value sets operators to inactive quickly.

You want no unchecked alarm at the alarm system

This is not possible without an operator. Keep at least one operator monitoring at all times.

Operator

One of your operators.

Operator decision

True alarm, False alarm, Not handled

NOVA99x

True alarms, False alarms

Modality

Thermal, Optical

System action

Passed to ARS, Not passed

Status

For example Open, Closed, Sent to ARS, Not an alarm, Forwarded, no operator

Event received at

When GC Surge received the alarm.

NOVA99x filter

The result of the filter, for example "Real alarm".

Operator

Who decided, or "System: no operator available".

Handled at

When the decision or the automatic forward happened.

Operator handling status

The result, for example "Forwarded to ARS · no operator".

Which real alarms did we send today?

System action: Passed to ARS

What was forwarded without an operator?

Status: Forwarded, no operator

What did NOVA99x filter on site X?

Site X, NOVA99x: False alarms

What did operator A decide last night?

Operator: A, time range of the night

Which alarms are still open?

Operator decision: Not handled

No results

The time range or a filter excludes everything.

Click Clear. Set Last 24 hours.

"The time range must be less than 24 hours to export."

The period is too long for one export.

Shorten the time range and export several times.

"Could not export alarm events. Try again."

A temporary problem.

Try again with a shorter period.

"There are no ZenMode events for open alarms"

The alarm is not decided yet, so there is no site event to show.

Open it again after the decision.

A copied link shows "The linked alarm is outside the current viewing period."

The time range of the person who opens it does not include the alarm.

Change the time range to include the date of the alarm.

An alarm has no pictures

The device sent none.

Check the alarm settings of the device.

Operator-handled alarms

Alarms that operators decided.

Workload of the team.

Alarms filtered by NOVA99x

Alarms that were filtered before an operator saw them.

The work the filter saved.

Avg. operator processing time (sec)

Average time from assignment of a site to the decision.

Speed of the team. A sudden rise means a problem: difficult sites, or operators leaving sites open.

Avg. cameras per operator

Cameras covered per operator.

Capacity planning.

Alarm closure efficiency (%)

Share of alarms closed within the target time.

Service quality.

Time saved

Estimated operator time saved by the filter and the site grouping.

Cost saved

The time saved, valued at an hourly rate.

Potential capacity increase

How many more devices the team could cover with the time saved.

Potential revenue increase

An estimate based on the freed capacity.

GREEN

The operator decided Not an alarm.

RED

The operator decided Real alarm. It was forwarded.

Forwarded, no operator

Forwarded automatically.

All figures are empty or 0

No alarms in the time range, or a site or device filter is set.

Set a longer time range. Reset the filters to All sites and All devices.

"No operator decisions in this period yet."

No operator decided in the time range.

Extend the time range.

The figures differ from your alarm system

GC Surge counts camera alarms. Your alarm system receives one alarm per confirmed event.

Compare RED decisions and Forwarded, no operator with the alarms in your alarm system.

One operator has a much higher processing time

Large sites, or sites left open.

Look at the decisions of this operator in Recordings. Check how often the operator became inactive in Events logs.

Hourly

Every hour. No day or time is needed.

Daily

Every day at the selected time.

Weekly

On the selected day and time.

Monthly

On the selected day and time.

Verification e-mail

Every new user

After registration.

Invitation

Invited users

When an admin invites them.

Password reset

The user who asked for it

After Forgot password?.

Site key and setup instructions

The site contact

When you send the site key or delegate an installation.

Invoice

The admin

On the 1st of the month.

Fair-use alerts

The admin

At 80% of a camera's quota and when a camera exceeds it, if switched on in Billing.

No report arrives

The e-mail address is not verified, or the report is in spam.

Verify your e-mail (banner on Home). Check spam. Check the schedule and the time zone.

The report arrives at the wrong hour

The time zone is not yours.

Set the Time zone and save.

"Failed to update report schedule. Please try again."

A field is missing, or a temporary problem.

Fill in all fields for the chosen frequency and save again.

Operator

Handles alarms on the wall. No access to sites, team or billing.

Admin

Everything an operator can do, plus sites, team, routing and billing.

The user did not get the invitation

Spam folder, or a typing mistake in the address.

Ask them to check spam. Check the address in the user list. Invite again with the correct address.

"Enter a valid email address"

The address is not valid.

Correct it.

The invited user sees a registration form

The user opened the website and clicked Register instead of the link in the e-mail.

Ask them to use the link in the invitation. Registering creates a separate organisation.

An operator can see too much, or an admin too little

Wrong role.

Change the role in the user list.

A user left the company

The account is still active.

Remove the user in the user list, or contact NXGEN support if you cannot.

"Wrong password"

The current password is not correct.

Enter it again, or use Forgot password? to get a reset e-mail.

"New password must be different from your current password"

Old and new are the same.

Choose another password.

DC09 (SIA DC-09)

Receiver IP address, Receiver port, Account, Key

Webhook

Method, URL, headers (Key, Value; Add header for more), Authentication (No Auth, Basic Auth, Digest Auth, Bearer Token)

"Failed to send the test event. Kindly check the credentials."

Wrong IP, port, account or key, or the receiver is not reachable from the internet.

Check the values with the administrator of your alarm system. Open the port on the firewall.

"Fill at least one DC09 or webhook destination before sending a test event."

No destination is filled in.

Fill in one destination first.

The test is sent, but your alarm system shows nothing

The receiver accepted the connection but does not know the account.

Create or check the account in your alarm system.

"Could not save alarm reception settings. Please try again."

A field is not valid, or a temporary problem.

Check IP, port and URL. Save again.

Forward after (NOA)

How long to wait before forwarding an alarm to your primary alarm reception system when no operators are online.

Immediately, 60s, 120s or 180s

Check your value

Operator inactivity

How long an operator can remain inactive on a held site before being paused and the site is released.

1 to 120 seconds

30 seconds

Hold after escalation

The wait after a Real alarm decision before the operator receives another site.

1 to 120 seconds

60 seconds

Alarm queue timeout

The maximum time alarms remain in the queue before timing out.

1 to 30 minutes

30 minutes

Each alarm

Received, result of NOVA99x, decision, operator, times, what was forwarded.

Operator session

Shift start, pause, resume, automatic pause because of inactivity, end of shift, logout.

Supervisor actions

Assign, reassign, release, forward now.

Configuration

Changes to sites, devices, forwarding and settings.

Date & time

When it happened.

Action

What was done.

Action status

The result of the action.

User

Who did it.

Category, Sub category

The kind of action.

Source entity

What the action was applied to.

Device, Site

Where it applies.

Who decided this alarm, and when?

Recordings > alarm > Alarm workflow

Was this alarm forwarded, and by whom?

Operator handling status in the alarm detail

Why was an alarm forwarded without an operator?

Events logs at that time: were operators paused, inactive or logged out?

Who changed the forwarding of a site?

Events logs, filter by site

How often was an operator set to inactive?

Events logs, filter by user

Events logs shows no records

No actions in the time range, or a filter is set.

Extend the time range. Clear the filters.

You cannot find an old alarm

The time range does not include it.

Set a custom range around the date.