Overview
The Customers view displays alerts generated by Gillie, which the professional reviews and acknowledges. Each alert is linked to a specific customer.
Opening
- Open Customers from the main navigation.
- The list shows alerts, with the most current and urgent ones at the top.
List Structure
- Urgency level (red, yellow, gray).
- Customer associated with the alert.
- Description of the issue and time.
Actions
- Click the customer's name to open the alert from the customer's view – you will see detailed information and background data.
- Acknowledge the alert as completed once you have addressed it.
Tip. Review alerts systematically at the start of your shift.
Viewing Alert Details
When reviewing an individual alert, you can see all its justifications and background information.
Alert Background Information
The background information explains why the alert was generated: which measurements, entries, or trends the AI has taken into account. Icons appear next to alerts and data to help clarify the customer's status.
- exclamation mark — Summary of days when observations were made in the customer's data, the reason for the alert, and suggested actions.
- text bars — Contents of entries related to the specific alert or data.
Acknowledging an Alert
Acknowledging means that the caregiver has taken the alert into account and has completed or scheduled the necessary actions. The acknowledgment is recorded for auditing and reporting purposes.
Acknowledging an Individual Alert
- Open the alert or select it from the list.
- Choose the acknowledgment action.
- Select an acknowledgment decision.
- Write a comment briefly explaining what you did and why.
- Confirm the acknowledgment.
Acknowledging All Alerts at Once
The list feature Acknowledge All as Read allows you to mark multiple alerts as acknowledged at the same time. The visibility and permissions for this feature may vary depending on the organization and user role.
Important. Only acknowledge alerts all at once if they have genuinely been reviewed. Avoid routine mass acknowledgments — every acknowledgment is logged under your name.
Acknowledgment Times
The organization can set its own response and acknowledgment goals, which are monitored in statistics (e.g., whether alerts have been acknowledged within the recommended time, how many alerts have led to actions).
Writing a Good Acknowledgment Comment
A good comment answers three questions:
- What did I observe?
- What did I do?
- What next?
Tip. Avoid comments like "OK" or "Checked." They do not help the next caregiver or provide useful information for reporting.
Good to know. Information is retained for auditing even after the alert is acknowledged. You can revisit it later from the customer's alert history.