Monitor Clarity issues

Clarity offers a self-service tool for managing issues: Clarity safety scenario. The safety scenario makes monitoring easy by alerting you to any issues or even stopping Clarity if it detects a critical issue.

This article guides you on how to use the Clarity safety scenario to monitor Clarity issues.

Clarity safety scenario

Clarity safety scenario (in the Clarity Safety initiative) runs every hour to monitor key Clarity metrics. Clarity must be running for the safety scenario to work.

Clarity metrics and thresholds

The table below outlines the thresholds for the safety scenario to send you email notifications or stop Clarity. Clarity safety is running only if there were at least 5 messages from your customers within the past hour. If this condition is met, the safety scenario is active to send alerts or even stop Clarity.

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Note

When Clarity can't answer a question, it responds, “Sorry, I can't help with that.” The sorry rate measures the frequency of messages containing “sorry” or an equivalent term in the local language (for example,"prepáč" in Slovak, “beklager” in Norwegian).

Error detection and email notifications

Clarity monitors key performance metrics. When it detects an issue, it triggers a notification based on severity:

• Green: Clarity detects no issues and keeps running. If all metrics are green, you won't get an email.

• Yellow: Warning. Clarity detects a potential issue but keeps running. Bloomreach sends a yellow warning email with the metrics that caused the warning. For you to receive an email, at least one metric must be in yellow.

  

• Red: Clarity detects a critical issue and stops running. If the issue persists, Bloomreach sends a red stop mail every 6 hours. For Clarity to stop, at least one metric must be in red.

  

Edit email notification recipients

The notification mailing list is typically configured during integration. If you wish to get the notification emails or notify any other stakeholders, follow the steps:

1. Go to the Clarity Safety initiative.

2. Open the Clarity safety scenario.

3. Under the Design tab, you see the Emergency Notification flow. Double-click the emergency emails condition node.

   

4. Enter the email in the indicated input box.

   

   Note: The number of specified emails must match the number of matched customers. If they don't match, the customer profile is missing for that email:

   

   1. Go to Data & Assets > Customers.
   2. Create a new customer profile for the unmatched emails.
   3. After creating the new customer profiles, return to the email condition node in the safety scenario.

5. Click Done and then click Save.

Performance reports

Clarity safety scenario generates a report (daily, weekly, or monthly, as per your choice) to monitor key metrics and alert stakeholders. We track these metrics continuously. If they exceed the critical threshold, Clarity stops.