Netradyne Alerts and Coaching

VoiceERP signs into your Netradyne account, pulls new safety events in every couple of minutes, matches each one to a driver on your roster, and hands it to Viki to coach. This article covers the setup and the day-to-day handling.

How you connect depends on how your company was set up.

If your company was set up through the Onboarding Hub, Netradyne is connected for you. In the hub's Data provision step you create a user for voiceERP in the Netradyne portal (Users page, "Safety Coordinator I" role) and tick "Done — I added the voiceERP user to Netradyne"; the voiceERP team finishes the connection. These companies do not see a Netradyne Account card under Settings → Integrations, because the login is managed for you. Alerts start syncing once the connection is in place, and coaching calls begin at go-live: while your company is still onboarding, alerts are collected but no driver is contacted.

If your company was set up before the Onboarding Hub, Settings → Integrations has a "Netradyne Account" section with "Netradyne Username or Email" and "Netradyne Password" fields and a Save Netradyne Account button. That login is what lets us show you Netradyne alerts as they happen, so if someone rotates the password in Netradyne, update it here too so the sync keeps running.

The sync only picks up events from the current day forward. Connecting the account today will not backfill last week's alerts.

Further down the Settings → Integrations page, after Payroll Integration, is "Netradyne Alert Coaching." Alert types are grouped into eight categories — Distraction & Drowsiness, Speeding, Following distance, Hard maneuvers, Compliance, Traffic signals & signs, Collision, and Combined events — and each category has a three-way switch: Off, Minor, or Major.

The switch sets the minimum event level that triggers coaching. Off means "not coached," Major means "coaches major only," and Minor means "coaches minor and major," so a lower setting coaches more events. Anything set to Off never enters VoiceERP at all, which is the main lever if Viki is calling drivers about noise you don't care about.

Setting a category cascades to every alert type inside it. Expand a category to fine-tune a single type — coaching Seatbelt compliance at Minor while the rest of Compliance sits at Major, say. Any type that differs from its category is tagged OVERRIDDEN, the category header shows an override count, and the restart icon on the row resets it to the category default. Press Save Coaching Settings when you're done; nothing takes effect until you do.

Netradyne reports its own driver name and ID, which rarely lines up perfectly with your roster. Each incoming alert is matched in three passes: first by the driver's saved Netradyne ID, then by exact name, then against any alternate names already saved on the driver's record. The first successful match also stores the Netradyne ID on that driver, so later alerts match instantly.

When nothing matches, the alert card turns red with "This driver does not match any drivers in our system!" and a banner appears naming the unmatched driver. Unmatched drivers are not contacted, so this is time-sensitive. Press Match Driver (or Match Drivers on the banner) to pair the Netradyne name with a roster driver.

Unmatched names also queue up as tasks under Viki → Admin Tasks, typed "Driver Name Unmatched," with a Match Driver button that opens the Match Netradyne Names page. That page lists each Netradyne name beside a driver picker, pre-filling any it can guess. Pick the right person, press Submit Matches, and the Netradyne name is saved as an alternate name on that driver so it matches automatically from then on. If the person isn't on your roster yet, use the Register Driver panel to add them without leaving the page.

Two other things stop coaching: a matched driver with no phone number (the card offers an Add Phone Number button, and it becomes an admin task), and a driver marked Inactive. An Inactive driver's alerts are not coached; they show as unmatched, with the same "does not match any drivers" message and Match Driver button, until the driver is Active again. Alerts that aren't matched to anyone the same day expire, and expired alerts read "Alert was not matched to driver before expiring."

Once an alert is matched to an active driver with a phone number, Viki opens a coaching callback. She does not phone the driver. By default she first tries to reach them through the walkie-talkie in the driver app, then sends a text: "Looks like you have a Netradyne [alert type] infraction, which may impact your scorecard. Please call me when you're safely parked", along with a link to the event video. The driver makes the call, when it's safe, and the alert sits at "We're waiting for a call from this driver" until they do. The callback stays open for 48 hours. If a driver goes quiet, Send SMS Reminder on the alert card nudges them again.

On the call Viki names the alerts, gives a tip for each, and keeps it short and non-judgmental. She never offers a dispute; if the driver raises one themselves, the alert is flagged as "Driver Would Like to Dispute This Alert" for you to review. You can dispute an alert yourself from the "..." menu on its card — the driver gets a text saying dispatch is disputing it and that they don't need to call, and the alert stops counting against their incentives. When the coaching is done, the alert reads "Your driver has been informed of this alert."

Start with Viki → Admin Tasks: unmatched names and drivers missing a phone number land there, and each task links to the fix. For one person, open their driver profile and use the Netradyne tab — counts of Alerts, Warnings, and Driver Stars for the period, an Alert Breakdown by type, and a full alert timeline with each alert's status. The profile header also carries "Netradyne alerts" and "Netradyne callbacks" stat cards. Every coaching call Viki runs also appears on Viki's Activity, labeled "Netradyne Alert."

There is also a Netradyne Coaching page, reached from Calls → Netradyne in the sidebar. The Calls section is part of the older call pages and only appears when the voiceERP team has turned those on for your company; most companies do not have it. When it is on, the page is a daily view: a date picker at the top, Recent Calls on the left, and Netradyne Alerts on the right, with "Hide alerts that have been dealt with" to keep the list down to what still needs you. Each card links out to the event on Netradyne, and the per-alert actions described above (Match Driver, Add Phone Number, Send SMS Reminder, and the dispute menu) live on those cards. If you don't have the Calls section and need one of those actions, ask support.