Alarm Center - Admin View

Alarm Center is the admin’s real-time supervision dashboard. It shows platform-wide alarm metrics, a Top Performers leaderboard, which operators are currently online all in one screen. To open Alarm Center, click Alarm Center in the left sidebar.

How to Access

Click Alarm Center in the left sidebar. The dashboard updates in real time as alarms are received and handled. It is the first screen admins see when they log in during an active shift.

Overview

The dashboard is organized into three areas:

KPI summary bar at the top — four real-time cards: ALARM TODAY (total alarms received in the current period), FILTERED BY NOVA99X (alarms removed by AI before reaching operators), AVG PROCESSING TIME (average seconds per alarm across all operators), and CAMERAS HANDLED (distinct cameras that generated at least one alarm today).
Top Performers in the center — a ranked list of all operators with their shift performance data.
Online Users panel (top-right) — which operators are currently signed in. Each operator shows a status indicator: blue (online — signed in but not in an active shift), green (active in shift — currently in ZenMode or handling alarms), red (offline).
Rollout Progress panel (bottom-right) — deployment health: sites onboarded and cameras connected as counts and percentages.

Focus Area — Quick Time-Window Filter

Admins can apply a Focus Area filter in Alarm Center to scope the dashboard data to a specific time window — for example, the last hour or the current shift window. This changes which alarms are counted in the KPI bar and leaderboard, giving a focused view of what is happening right now rather than the full-day accumulation.

Use the Focus Area for spot-checks during a shift: narrow to the past hour to see if alarm volume is spiking, then widen back to the full day to compare against the baseline. It does not affect what operators see in ZenMode — it only changes the admin’s dashboard view.

Team KPI Cards

ALARMS HANDLED — total alarms brought to a terminal state by the team (closed with a tag, escalated, or released). Alarms opened but not closed do not count. This is a throughput figure, not a measure of how many alarms appeared.
SLA BREACHES — alarms whose acknowledgment time exceeded your account’s response-time threshold. Common causes: under-staffed peak windows, operators batching alarms, or NOVA99x letting through too much noise. The leaderboard breaks breaches down per operator.
FILTERED BY NOVA99x — alarms removed by AI before reaching any operator.
PASSED TO OPERATOR — alarms that passed the AI filter and required human handling.
AVG. PROCESSING TIME — the team-wide average time from when an operator takes a site to when its alarms are closed.
TIME SAVED — cumulative operator hours saved through AI filtering.
COST SAVED — the monetary value of the time saved, calculated based on your operator cost settings.
CAMERAS HANDLED — total distinct cameras the team covered during the current period.

Top Performers

A ranked list of all operators with their shift performance data. Operators are ranked by processing time, with the fastest handlers at the top. Each row shows:

Shift — the operator’s current shift window.
Picked sites — how many distinct sites the operator handled events from. Higher means broad coverage; lower means focused assignment. Watch for operators who consistently pick far fewer sites than peers — they may be stuck on assigned sites or skipping cross-team coverage during peaks.
Avg. processing — the operator’s mean handling time (alarm closed − alarm opened). Healthy range: 30–90 seconds depending on event type. Below 15 s may indicate auto-closing without investigation; above 3 min suggests workflow friction or a training need.
Alarms handled — alarms the operator brought to closure. Pair with Avg. processing and Response rate for a balanced view — high volume alone does not indicate quality.
Response rate — the share of the operator’s alarms acknowledged within SLA. If one operator’s rate is much lower than peers, common causes are: too-high site volume, a newer operator over-investigating, or a shift window that does not match alarm peaks.
Activity rate — fraction of logged-in time spent actively handling alarms. Distinct from Response rate (which measures speed of acknowledgment). Consistently low rates across the team suggest more coverage than needed at that time of day.
Unique cameras — the number of distinct cameras the operator handled events from. Shown separately from Picked sites because one site can have one camera or fifty. Use it for workload fairness checks.
Status — Online: signed in and within the active shift window — eligible to receive alarms. Offline: signed out. Off duty: signed in but excluded from assignment (a configured break or Focus Zone setting). Off-duty operators still appear in the leaderboard so their historical stats stay visible.

Online Users

The ONLINE USERS panel (top-right) shows which operators are currently signed in and actively monitoring their assigned sites. Confirm full coverage here before peak hours — every active site should have an operator.

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.
Cameras connected — how many cameras 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.

Operator Assignment

The assignment view shows which operator is working which site, when they took it, and how the live workload is distributed. Admins use it to balance workload and resolve conflicts when a site is stuck with the wrong owner.

Session Data Tracked

For each operator session, the platform records:

Sign-on time.
Site takeover time.
Alarm closure timestamps.
Sign-off or release time.
Forced reassignment when performed by an admin — logged in the audit trail.

Reassigning Operators

Admins can reassign operators to sites directly from the assignment panel. If a site is stuck — for example, an operator disconnected mid-shift — the admin can force-release or reassign it without waiting for the operator to act. Every forced reassignment is recorded in the audit trail.

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).
Click add Shifts to commit. 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, then 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 ⋮ menu for editing or deleting the shift.
Save Shifts — the commit step. Changes only take effect after clicking Save Shifts. Once saved, every operator’s Focus Zone, SLA windows, and analytics rollups respect the new definitions from the next session onward.
Close — with unsaved changes, prompts to confirm discarding them. With no pending changes it exits silently. There is no autosave.

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 and feed back into NOVA99x training, 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). Most stations iterate the set every quarter — 8–15 tags is the practical range.

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 ONLINE 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.