Question
What do the confirmation statuses mean in a notification's details?
Answer
The confirmation statuses are defined below:
Confirmed: the contact has confirmed receiving the message during the broadcast duration.
Not Confirmed: the contact has not confirmed receiving the message within the allowed time. This includes contacts who never attempted to confirm and contacts who attempted to confirm after the broadcast duration (often shown as Confirmed Late). All contacts are in this status at the beginning of a notification.
Unreachable: the contact has not received the notification and the status will show as Not Delivered and provide a reason why. Everbridge shows Unreachable only when there are no viable delivery methods at all for that notification. To find out more about the call status, see EBS: Understanding Call Result Messages for Notifications in Everbridge Suite.
The time allowed for a confirmation is the broadcast duration, configured when the notification is created. Confirmation attempts after the broadcast duration has expired will not be accepted and stay in the Not Confirmed.
In some cases, you may see discrepancies where a recipient reports receiving and confirming an alert but the report shows no confirmations or no delivery methods. This can occur due to timing or synchronization issues between delivery events and reporting widgets.
If a contact is unreachable, check to make sure their contact paths are correctly defined. For example, if a notification is sent to the Email 1 delivery path only and a contact has no Email 1 delivery path defined in their contact record, then the contact will be considered unreachable for that notification.
To see the confirmation statuses for a notification, follow the steps below:
Log in to the Manager Portal and select the desired organization from the upper right-hand corner.
Click on the Notifications tab from the top of the page.
Click the title link for the desired notification.
To see a list of contacts who have not confirmed in a custom Incident or Notification report, use the Confirmation Status filter and set it to N. This returns all contacts who have not confirmed across any delivery method.