Filter and toggle switches in Notification inbox

[Porlin]

Hi There,

As part of the Flex Notification Centre, we are adding in Recovered alerts that will be shown as well as the Critical and Warning alerts. Please reference the previous thread for context on the Flex Notifications and Mark as read function

Flex Notification inbox Filter and Toggle Figma link

Questions here

• Can the red dot indicator for Unread messages be Blue? or another colour? I am concerned the red dot might be confused with it being an error. As a user, a thought could be that the red dot means something about how serious this error is. Even though the pattern is showing a new message.


• The green recovered label: Are there Accessibility issues with the Green label on the light blue background?

Questions on the Filter combobox vs toggle switchers
- see reference for Filter combobox and Switcher example
We are looking to display ‘All notifications’ and ‘Unrecovered’ notifications. Would it be best suited to do this via combobox filter or via toggle switches? We are having all notifications in one view so need a way to show 'All notfications' and 'Unrecovered' notifications. We have explored a tab style option but prefer not to go down that option.

Thanks you for your help with this.

[TwilioPasteBot]

Disclaimer: This is a very experimental bot using OpenAI's GPT-4. The answers may not be correct, a human will review the answer and update it if necessary.

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Sorry, I don't know how to help with that.

I did do a search though, and I managed to find these other Discussions that might be similar or related to your question. Give them a read to see if they answer your question. If they do, head back here and update this discussion and mark it as answered, pointing others to the related discussion:

• Notifications and Mark as Read function (updated: 10/31/2024, similarity score: 90%)
• Notifications and Toast alerts (updated: 09/20/2024, similarity score: 85%)
• Comms questions (updated: 06/07/2023, similarity score: 85%)

[jhanvi1399]

Hi @Porlin! Thank you for this discussion.
I am discussing this with the team and will get back to you soon.

Best,
Jhanvi

[jhanvi1399]

Hi Porlin,
I talked to the team and following are the suggestions and open questions we had:

1. The red dot in the context of notifications is not inherently associated with errors. In our guidelines for corner ornaments, we recommend using a red dot to indicate unread notifications, ensuring it meets a 3:1 contrast ratio with the background. However, if another color is preferred, we suggest choosing one that consistent with critical and warning notifications as different colors might create a visual clutter.

2. Regarding the filter combo box, could you clarify the difference between "recovered" and "unrecovered" notifications, and how these categories impact the critical notifications and warnings?

3. Is there a specific reason the team prefers not to use a tab-style option like console UI?

We would be happy to take this discussion to office hours if you like! If you'd like to chat about this with the team, feel free to sign up for an Office Hours slot. You can also continue the discussion in this thread if you want to keep it async.

Best,
Jhanvi

[krisantrobus]

Hi @Porlin just following up on this one. I see some open questions above and want to make sure have everything you need from us.

[Porlin]

Hi @krisantrobus and @jhanvi1399,

Sorry for the delayed response as I have been out of office. To answer Jhanvi's points above:

1. I'm fine to keep the red dot and have it aligned with the guidelines on how we are displaying corner ornaments.

2. 'Recovered notifications' are ones that are no longer breaching a threshold on the contact centre queue. It has been resolved either with Supervisor intervention (ie. a Supervisor moved more agents to help support customer requests) or the queue has come back to a safe baseline and corrected itself.

A supervisor could have in their notification inbox, new alerts regarding a queue and after a certain amount of time, the queue load had recovered itself. It would still show in the UI as a new notification even though it's no longer an issue.

'Unrecovered notifications' are ones that are in the notification inbox either as a new alert or has been read and acknowledged by the supervisor and even after a period of time the queue has not corrected itself. Therefore it's considered an 'Unrecovered notification.' A supervisor may want to filter in on the 'Unrecovered notifications' and tackle these first.

The critical and warning should not impact 'Recovered' or 'Unrecovered.' The critical and warning labels would stay the same.

3. We moved away from Tabs as we wanted to have all notifications in a single pane of glass.

Our engineering team had issues with updating the same alert to recovered and preferred to have both recovered and original alert notification in the same tab and filter the unrecovered ones only.

Do you see any issues of having this combobox filtering approach? and if you think having a separate tab for “recovered” is better we are open to exploring that.

Thanks,
Porlin