New Operator Quick Start

Summary

This guide is for operators who have received a GC Surge invitation email. It covers how to activate your account, what you will see after your first login, and how to handle alarms in your first shift. Covers: Activating Your Account, Your First Login, Handling Your First Shift, Your Performance Metrics.

Who This Page Is For

You received an invitation email from your organisation’s GC Surge Super Admin. Your role is Operator — you handle live alarms during shifts using the ZenMode processing screen. You do not manage cameras, users, or platform settings — those are Super Admin tasks. This guide gets you from invitation to your first closed alarm.

Step 1 — Activate your account (~3 minutes)

1. Check your inbox for an email from noreply@nxgen.io with the subject “You’ve been invited to GC Surge”. Open the email and click Set Password & Verify Email. This opens the password setup page.
2. On the Reset your password page, set a password that meets all five requirements:8+ charactersUppercase letter (A–Z)Lowercase letter (a–z)Symbol (e.g. !@#$%^&*)Number (0–9)Click Reset Password. You are redirected directly to the Account Setup Wizard — no separate sign-in or confirmation screen appears.
3. The Account Setup Wizard guides you through three steps, then confirms:Welcome — review your Operator role info and choose your preferred language. Click Get started.Your profile — confirm your display name (this is how teammates see you in the app) and optionally click Add photo. Click Continue.Your sites — review the locations you will be monitoring. Click Continue.All set — a confirmation screen shows: Profile saved, Sites linked to your shift, Alerts routed to your queue. Click Enter Surge.
4. You land on the Alarm Center when done. All subsequent logins go directly to the Alarm Center.

Step 2 — What you will see after login

The left sidebar shows only the modules available to your role:

• Alarm Center — your main working screen. This is where you find, claim, and enter sites during a shift.
• Operator Performance — alarm trends and your personal performance data. Useful for reviewing your own results after a shift.

Your profile — name, email address, and role — is available under Settings (the gear icon at the bottom of the sidebar), on the Personal Information tab.

Step 3 — Handle your first shift

All alarm processing happens through ZenMode, the alarm processing screen. Here is the sequence for every shift:

Find a site to work on

1. Open Alarm Center from the left sidebar.
2. Click Start Shift in the top right corner. A “Shift started successfully” banner confirms your shift is active.
3. Check Queued Sites Assigned to You first — these are sites your Super Admin pre-assigned to you for this shift. If this panel is empty, move to the next step.
4. In the Sites Unassigned to Operators table, find a site with active alarms. The table is sorted by most recent activity — the site with the most recent alarm appears first.
5. Find a site where the Lock status shows Available — if it shows a different state the site is already held by another operator. Click Assign to me in the Actions column. ZenMode opens and the site is automatically assigned to you — the site status changes to In Progress, it appears as your Picked Site when you return to Alarm Center, and the Close all alarms button becomes available in the ZenMode toolbar.

Process alarms in ZenMode

1. ZenMode opens automatically after you claim a site. The screen shows a camera grid at the top and a timeline below it. Each camera tile shows its event count (for example, 22 Events). Green dots on the timeline represent open alarms for each sensor row.
2. Use the toolbar controls to manage your view:True alarms only — hides false-alarm camera feeds so you focus on real events.Show closed — toggles closed alarms on/off the timeline.Focus Zone — activates a time window on the timeline (for example, 1 minute). Alarms inside the zone become your current working set. The zone can be live (follows new alarms) or pinned (stays on a fixed range).PAUSE — freezes the live stream so you can review without new alarms pushing in.FOCUS NOW — jumps the Focus Zone back to the current live position.
3. To close alarms, use one of three methods:Click CLOSE ALL ALARMS to close all open alarms on the site at once.Enable the Focus Zone, then click Close ZenMode Alarms (n) to close only the alarms inside the zone — the count in the button follows the zone as you move it.Click a camera tile to open the alarm detail view. It shows the recorded clip from the moment of the alarm and then plays on through the camera’s other open alarms, with ALARM n OF m marking your place. Click Pause to hold on one while you look at it, and Play to carry on.Close from that dialog with Close current alarm for the one on screen, or Close all alarms for every open alarm on that camera.
4. The Close Alarms dialog opens. Review the summary — site name, alarms to be closed, true/false alarm split, time range, and sensor — then:Select a Closure tag (required) from the dropdown. If the tag you need is not there, type it and choose + Create to add it.Add Closure notes (optional) for any extra context.Click Confirm. A “Alarms closed successfully.” banner confirms the action.
5. When done with the site, click Unassign or Back To New Alarms to release it back to the queue. Closing all alarms does not automatically release the site — you must unassign manually.
6. Claim the next site from the Sites Unassigned to Operators table and repeat.
7. When your shift is complete, click End Shift. Your Operator Performance page loads automatically — showing your full shift metrics and charts.

For the full ZenMode interface guide including keyboard shortcuts and alarm detail views, see ZenMode — Operator Monitoring.

Your performance metrics

After your shift ends, open Operator Performance from the sidebar to review your Shift Performance Summary. It shows how many alarms you handled and a breakdown of how you used closure tags compared to your personal average and all other operators.

Tips for your first week

• Claim one site at a time. Close or release a site before claiming the next one — holding multiple sites without handling them blocks other operators from picking them up.
• Always select a closure tag. Tags are how the platform and your manager understand what is happening across sites. Closing without a tag loses that context permanently.
• Your APT will improve naturally. The first few shifts feel slower as you learn the interface. ZenMode is designed to speed up over time as the workflow becomes familiar.