Live Alarms shows the queue and your operators as they work. From here you watch the shift, step in on one site and handle alarms yourself.
Watch:
Step 1: In the top bar, click Live Alarms.
Step 2: Read the four cards:
Card | Meaning | Act when |
|---|---|---|
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. |
Step 3: Read the queue table ("Queue · longest wait first"):
Step 4: Read the Users panel. It shows each operator with the state. Filters: All, Paused, Offline. The panel also shows each person's role, for example Super Admin or Operator.
In the top bar, click Live Alarms. In the queue table, find the site (use Search site if the list is long). In the row of the site, under Supervisor actions, choose the action.
Action | What it does | Use it when |
|---|---|---|
Assign... | Gives a waiting site to the operator you choose. The window "Assign <site> to operator" opens. Choose the Operator and click Assign. | 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. |
You can only choose operators who are actively monitoring. Operators who already handle a site are greyed out with the reason, for example Handling <site> or Holds this site.
While you are in Operator with a started shift, you count as an available operator.
Operator states
State | Meaning | Gets sites? |
|---|---|---|
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, the shift was ended, or the connection was lost. | No |
When no operator is available
No operator is available when nobody is monitoring. Admins in Admin mode do not count.
The same happens with a site that an operator releases (pause, inactivity, end of shift, logout) when no other operator is free.
What you should do
Situation | Action |
|---|---|
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. |
Good to Know
Symptom | Cause | What to do |
|---|---|---|
An operator is signed in but gets no sites | 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." | An unexpected problem. When the cause is known, the message names it instead, for example that no alarm receiving system (ARS) is configured. The site then stays in the queue. | Fix the cause named in the message. If no ARS is configured, set one in Settings > Alarm reception. Otherwise try again. |
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