Feedback priorities and response targets
2 min read
Understand automatic priority, due times, overdue work and Attention signals.
ELUNIA uses internal response targets to order operational work. They are not a legal or contractual SLA.
When actionable Survey answers first create a case, classification uses the most serious qualifying answer. A rating of 1 or NPS 0–3 is Urgent; rating 2, NPS 4–6, or a negative Yes/No answer is High; rating 3 is Normal. Low exists as a manual priority but is not assigned by this automatic classifier. The category comes from the most serious qualifying question, or Other when none is available.
The due time is creation time plus the Property’s response target. In Settings → Feedback Workflow, Team workflow exposes Urgent minutes, High minutes, and Normal minutes. Simple mode uses its fixed displayed targets. Calculation is stored as an instant; screens present time in the current Business/Property context.
Managers can change the Priority dropdown on the case. That does not recalculate the already stored due time. A case becomes Overdue when its due time is before now and its state is New, Acknowledged, or In progress. Missing the target does not close, resolve, escalate, or contact the guest automatically.
Needs attention treats open High and Urgent cases as Serious and orders Urgent first, then High, then other priorities and due time. Counts can overlap: one case can be Serious, Overdue, Unassigned, and Mine.
If a priority seems unexpected, open Survey answers and review the saved question type and score. If the target is wrong for future cases, an authorized user should update the Property workflow settings. Existing cases retain their saved due time.
Next: Feedback inbox, Use the Attention Center, or Feedback states.