Use the Attention Center
2 min read
Prioritize open Feedback Cases by seriousness, due time and assignment.
The Attention Center is an operational view over canonical Feedback Cases. It is not a separate issue database: opening an item takes you to the underlying case and its original Survey evidence.
From the left sidebar, open the Feedback menu. Then select the Needs attention item.
What qualifies
Active work is a Feedback Case in New, Acknowledged or In progress status within the current Business and your accessible Properties. For staff members, the Attention Center further limits cases to those assigned to that person.
- Serious counts open High or Urgent cases.
- Overdue counts open cases whose due time is earlier than now.
- Unassigned counts open cases without an assignee.
- Mine counts open cases assigned to you.
These groups overlap. One urgent, overdue case assigned to you belongs to three counts. They are workload signals, not parts of one total.
In Team workflow, Unassigned and Mine are shown. When no accessible Property uses Team workflow, the fourth card instead shows communication failures, bounces, complaints and suppressions recorded during the last 24 hours and links to Sending Readiness.
The action list
Needs attention now displays up to 30 open cases. It orders Urgent before High before other priorities, then by due time. Each row shows the Guest or Anonymous, priority, overdue badge when applicable, Property, category and—in Team workflow—the assignee.
A missing row can mean the case is resolved or closed, outside your Property access, outside a staff assignment, or beyond the 30-item display limit. Use Guest Issues for wider filters.
Resolve the underlying work
Open a row, read the saved Survey answers, then acknowledge, assign or start recovery as appropriate. Record the recovery action and required outcome before resolving. High and Urgent cases require a recovery-action description. Resolution changes the canonical Feedback Case, so Today, Attention, Guest Journey and analytics use the same evidence.
Changing a filter or count does not contact the guest, send a message or resolve anything automatically.
Next: Feedback inbox, Feedback priorities and response targets, or Handle your first Response and recovery.