Alarm Center - Admin View

Genie URL: https://gcsurge-docs.nxgen.cloud/gcsurge/docs/operations/alarm-center-admin-view

Alarm Center is the Super Admin’s real-time supervision dashboard. It shows platform-wide alarm metrics, a Top Performers leaderboard, and which operators are currently online all in one screen. Click Alarm Center in the left sidebar to open it. The dashboard updates in real time as alarms are received and handled. Covers: Overview, Work Mode, Top Performers, Sites with Unattended Open Alarms, Sites with Assigned Operators, Admin Configuration, Best Practices.

Overview

The dashboard is organized into six panels:

KPI summary bar (top row) — four real-time cards: OPERATOR-HANDLED ALARMS, ALARMS FILTERED BY NOVA99X, AVG. OPERATOR PROCESSING TIME, and AVG. CAMERAS PER OPERATOR.
Top Performers (center) — ranked leaderboard of all operators with shift performance columns.
USERS panel (right, below ROLLOUT PROGRESS) — all users with status dots and an active-user count.
ROLLOUT PROGRESS panel (right, top) — sites onboarded and devices connected as count and percentage.
Sites with Unattended Open Alarms (bottom-left) — sites with open alarms not yet claimed by an operator.
Sites with Assigned Operators (bottom-right) — sites currently held by an operator.

Viewing Period — A Viewing Period selector at the top right controls the time window for all panels on this page. Quick Range options: Last 6 hours, Last 12 hours, Last 24 hours, Last 2 days, Last 3 days, Last week, Last month. For a custom window, use Absolute Range with From and To fields (DD-MM-YYYY HH:MM format).

Work Mode

The WORK MODE toggle (top right, beside the Viewing Period selector) lets a Super Admin switch the Alarm Center between two views:

Admin (default) — the full supervision dashboard: KPI bar, Top Performers, Sites tables, ROLLOUT PROGRESS, and USERS panel.
Operator — switches to the operator-facing Alarm Center view. The Super Admin can start a shift and process alarms exactly as an operator would. Attempting to monitor a site without starting a shift first shows a User shift is not started message. Switch back at any time — an Admin mode restored. confirmation appears.

Top Performers

A ranked list of all operators with their shift performance data. Operators are ranked by alarms handled, with the highest count at the top. A summary strip above the table shows the total operator count, the top alarm-handled count, and the name of the leading operator for the selected period. Each row shows:

Picked sites — how many distinct sites the operator handled events from. Higher means broader coverage.
Avg. processing (min) — mean handling time in minutes.
Alarms handled — total alarms brought to closure. The table sorts by this column descending by default. Pair with Avg. processing for a balanced view.
Unique devices — distinct devices the operator handled. Use for workload fairness checks — one site can contain many cameras.

USERS Panel

The USERS panel (right side) lists every user with a status dot: green = active in shift, blue = online (signed in, not currently in an active shift), orange = inactive, red = offline. The header shows the count as “X OPERATOR CURRENTLY MONITORING”. Confirm full team coverage here before peak hours.

Rollout Progress

The ROLLOUT PROGRESS panel (bottom-right) tracks deployment status across your account. It shows:

Sites onboarded — how many of your sites have completed onboarding, shown as a count and a percentage of total sites.
Devices connected — how many devices across those sites are actively connected, shown as a count and a percentage.

Use this panel to quickly check deployment health. A low cameras-connected percentage against a high sites-onboarded count means sites are set up but devices are not yet streaming.

Sites with Unattended Open Alarms

The Sites with Unattended Open Alarms table (bottom-left) lists all sites with open alarms not yet claimed by an operator.

Columns: Site | Last Alarm | Alarms | Lock status | Assigned to | Actions.
Lock status: Available (green badge) — site is in the queue and can be claimed.
Assigned to dropdown — Super Admin can manually assign the site to a specific operator without waiting for them to self-claim. The dropdown lists all operators with colour-coded status dots. Actively monitoring operators (green dot) are selectable immediately. Inactive operators (orange dot) appear in the list but cannot be assigned — hovering over them shows the tooltip “You can’t assign inactive operators to the site.” If no operator is currently monitoring, the dropdown header shows “No actively monitoring operators” and a tooltip on the dropdown itself reads “You can only assign operators who are actively monitoring.” A Site assigned to operator banner confirms a successful assignment, and the site moves to the Sites with Assigned Operators table immediately.

Eye icon — opens ZenMode for that site so the Super Admin can view the live alarm feed.
Empty state — when no unattended alarms exist, the table shows “No alarms received yet” with a “Trouble getting an alarm? Get support” link below.

Sites with Assigned Operators

The Sites with Assigned Operators table (bottom-right) shows all sites currently held by an operator.

Columns: Site | Assigned to | Last Alarm | Alarms | Lock status | Actions.
Lock status: Queued (amber badge) — site is assigned to the operator’s queue but the operator has not yet entered ZenMode. Lock status: In Progress — operator is actively working this site in ZenMode.
Eye icon — opens ZenMode for the assigned site. The Super Admin sees the same live timeline and camera grid the operator is working.
Red icon (Unassign) — releases the site back to the Unassigned queue. A Site successfully unassigned banner confirms. Use this when an operator disconnects mid-shift or takes the wrong site.

For detailed alarm and operator session records, see Audit Logs.

Admin Configuration

Configuring Shifts

Shift configuration controls the time window for ZenMode’s Focus Zone and the reference period for performance metrics. To configure:

Click Settings in the bottom-left sidebar, then select Configure shifts.
Select the correct Time zone for your operation. Then for each shift, fill in the shift name, start time, end time, and an optional description. Click Add Shift after each one. Repeat for each shift window (e.g., day and night).
Each shift saves immediately when you click Add Shift — a Shift created successfully. banner appears. Changes take effect from the next shift start.

Configure Shifts Modal

Time zone — select the timezone that shift start and end times are defined in. Set this before adding shifts to ensure Focus Zone windows and analytics rollups are calculated in the correct local time.
Add a shift — fill in the Shift name, Start time, End time, and an optional Description; toggle Use as default to pre-assign this shift to new operators by default. Click Add Shift. The shift appears in the Configured shifts list below. Stage several and commit them together.
Configured shifts list — shows all saved shifts with columns: Shift Name, Start Time, End Time, Users (operator count assigned to that shift), and a options menu for editing or deleting the shift.
Manage shift operators — click the people icon on any shift row. The left panel shows shift details (name, start/end time, time zone, description, read-only). The right panel lists all users — use the Search users field to filter by name, then click a card to add or remove. Users already on another shift show that shift as a badge. Use Select All or Remove All for bulk changes. Click Save Assignments to confirm — a Shift operators updated successfully banner appears. Click Cancel to close without saving.
Add Shift — saves the shift immediately. A Shift created successfully. toast confirms the save. Focus Zone, SLA windows, and analytics rollups respect the new shift definitions from the next session onward.
Close — exits the modal. All previously added shifts are already saved.

Shift times affect two things: the Focus Zone in ZenMode defaults to “this shift” as its active range, and off-shift hours do not count toward an operator’s Activity rate. The platform does not lock operators out outside their shift window.

Configuring Closure Tags

Closure tags label every closed alarm with an outcome. They feed into analytics breakdowns and customer reporting. A good tag set covers: false-alarm causes (vegetation, lighting, weather, motion-other), real-alarm types (intrusion, suspicious activity, vehicle, vandalism), and workflow outcomes (escalated, dispatched, verified-with-customer). Keep the list concise so operators can select a tag quickly.

To configure: click Settings in the bottom-left sidebar → Close alarm flow tags.

Configure Tags Modal

Tag name — type a tag and press Enter to add it, one at a time. Order matters: tags appear in the operator’s closure dropdown in the order you add them, so list the most-used outcomes first.
update Tags — the commit step. Tags stay local until saved. Once saved, operators see the updated list on the next alarm they close. Existing closed alarms keep whatever tag they had — there is no retroactive change. If you remove a tag, alarms previously closed with it still display it as a historical value.
Close — with pending changes, prompts to confirm discarding them. Close-without-save is a safe escape hatch if you started a tag redesign and decided to roll it back.

Best Practices

Check the Top Performers panel at the start of each shift, not just the end — early intervention prevents backlog from building.
Confirm full team coverage in the USERS panel before peak hours — every active site should have an operator.
Monitor Passed to Operator count alongside the Top Performers panel — a rising count with slow processing time means operators need support.
If a site has been taken for more than 30 minutes with no closures, investigate — the operator may be stuck or disconnected.
Use session data to spot patterns — an operator who consistently takes longer on certain site types may need targeted training rather than closer supervision.
For post-shift individual operator review, see Alarm Center — Operator View.

Entering ZenMode from Alarm Center

Click the eye icon on any site in the Sites with Assigned Operators table to enter ZenMode for that site. The Super Admin sees the same interface the assigned operator is working — the same timeline, camera grid, and alarm feed.

To return to Alarm Center, click Back To New Alarms at the top left.

While in ZenMode, the Focus Zone can be pinned to a time window or set to live mode. In live mode, a LIVE TRACKING indicator appears at the top right and the Focus Zone follows the current time automatically. For full details on ZenMode controls, see ZenMode — Operator Monitoring.