Communication Hub Dashboard : User Story (UX01US01)

1. Problem Statement

Core Problem: Utility companies face significant challenges in managing multi-channel customer communications efficiently. Without centralized visibility into messaging performance across email, SMS, WhatsApp, and in-app notifications, utility providers struggle to optimize their communication strategies, track workflow effectiveness, and maintain consistent customer engagement. The communication hub Dashboard solves this problem by providing real-time monitoring of communications, channel-specific performance metrics, workflow success rates, and list distribution analytics—enabling utility companies to make data-driven decisions that improve operational efficiency and enhance customer experience.

Key User Pain Points:

• Inability to track messaging metrics across different communication channels (Email, SMS, WhatsApp, In-App) in a single view
• Difficulty comparing performance metrics between different time periods (Today, This Week, This Month)
• Limited visibility into workflow performance and success rates across different communication campaigns
• Challenge in understanding customer segment distribution across static and dynamic lists
• No unified way to measure success rates of different communication types (welcome messages, re-engagement campaigns, service updates)

2. Who Are the Users Facing the Problem?

1. CSO Manager (Customer Service Operations Manager)
   • Responsible for overseeing all customer communication strategies and performance
   • Needs high-level insights across all channels to make strategic decisions
   • Monitors overall customer service metrics and team performance
2. CSO (Call Center Representatives)
   • Manage incoming customer calls and service requests
   • Need to know what communications customers have received before calling in
   • Require insights into which message types generate follow-up calls
3. Utility Administrator
   • Configures system settings
   • Needs to monitor overall system performance and communication workflows
   • Ensures all communication channels are properly integrated and functioning
4. Meter Manager
   • Oversees meter reading operations and customer notifications about readings
   • Tracks communication effectiveness for meter-related notifications
   • Analyzes which communication channels work best for meter-related updates
5. Billing Manager
   • Responsible for billing communications and payment notifications
   • Monitors message effectiveness for payment reminders and bill notifications
   • Needs to track success rates of billing-related communication campaigns

3. Jobs To Be Done

For CSO Manager: When I need to evaluate the performance of our multi-channel communication strategy, But I have fragmented data across different systems and channels, Help me see consolidated metrics and performance indicators in a single dashboard, So that I can make data-driven decisions about resource allocation and communication strategies.

For Utility Administrator: When I need to monitor overall communication workflow efficiency, But I cannot easily track success rates across different campaigns, Help me access workflow performance metrics and message distribution data, So that I can identify bottlenecks and ensure system effectiveness.

For Meter Manager: When I need to evaluate the effectiveness of meter reading notifications and alerts, But I lack insight into how customers respond to different communication channels for meter information, Help me track the performance of meter-related communications across all channels, So that I can optimize our notification strategy and improve customer compliance with meter reading requirements.

For Billing Manager: When I need to increase on-time payment rates through improved communications, But I can't easily determine which payment reminder approaches are most effective, Help me analyze the success rates of different billing notification strategies across channels, So that I can reduce late payments and improve cash flow through optimized communication.

4. Solution

Comprehensive Communication Dashboard

The UtilityConnect Communication Dashboard provides a centralized hub for monitoring and managing utility communications across multiple channels. The solution offers:

1. Multi-Channel Message Monitoring
   • Consolidated view of all message volumes across Email, SMS, WhatsApp, and In-App notifications
   • Percentage growth indicators for each channel to track performance trends ( Growth % = ((New Value - Old Value) / Old Value) × 100)
   • Total message volume aggregation across all channels
2. Time-Period Performance Tracking
   • Today's performance metrics with real-time updates
   • This Week's cumulative performance data
   • This Month's overall metrics to identify longer-term trends
3. Channel-Specific Performance Visualization
   • Dedicated performance charts for each communication channel ( for email - , sms - , whatsapp - )
   • Visual representation of delivery and engagement metrics
   • Comparative performance analysis between channels
4. Customer List Management Insights
   • Overview of list statistics and distribution
   • Segmentation between static and dynamic lists
   • Total customer reach metrics with list count tracking -(If Based on List Count: Suppose the total is 14 lists. 58.3% of 14 lists =
     (58.3÷100)×14≈8.162(58.3 ÷ 100) × 14 ≈ 8.162(58.3÷100)×14≈8.162
     So, ~8 out of 14 lists are possibly completed or meet a condition.)
5. Customer Segmentation Analytics
   • Visual breakdown of customer lists by category (Consumers, Technicians, Business)
   • Percentage distribution across categories
   • List count per category to monitor segment sizes
6. Workflow Performance Monitoring
   • Active workflow tracking with count indicators
   • Total workflow message volume metrics
   • Average success rate monitoring across all workflows
   • Total active feature tracking to ensure optimal functionality
7. Campaign Effectiveness Measurement
   • Message distribution across different campaign types
   • Success rate distribution with percentage metrics
   • Comparative performance between different message categories (welcome messages, re-engagement campaigns, service updates)
8. Trend Analysis and Reporting
   • Growth percentage indicators across all metrics
   • Visual indicators of positive and negative trends

5. Major Steps Involved

• Access the UtilityConnect platform and navigate to the Dashboard from the left navigation panel
• View and analyze top-level communication metrics
  • Monitor total message count (35,486) and individual channel metrics
  • Track growth percentages across all communication channels
  • Compare Email (16,249), SMS (8,524), WhatsApp (6,845), and In-App (3,868) performance
• Review Channel Performance statistics
  • Analyze metrics across different time periods (Today: 1,245, This Week: 8,754, This Month: 34,250)
  • Compare performance data between communication channels
  • Identify trends and patterns in communication effectiveness
• Examine Lists Overview section
  • Monitor both Static Lists (24) and Dynamic Lists (16)
  • Review total contacts (56,789) and contact distribution
  • Analyze list categories (Consumers: 58.3%, Technicians: 25.0%, Business: 16.7%)
• Assess Workflow Performance metrics
  • Track Active Workflows (3) and their operational status
  • Monitor Total Messages processed (4,566)
  • Analyze Average Success Rate (97.6%) for communication effectiveness
  • Review Total Failures (23) to identify areas for improvement
• Evaluate Message Distribution patterns
  • Analyze different campaign types and their volume
  • Compare New Customer Welcome (1,245), Re-engagement Campaign (855), and Service Update Notifications (2,456)
  • Use distribution percentages to prioritize communication efforts
• Review Success Rate Distribution
  • Compare success rates across different campaign types
  • Identify most effective communication strategies
  • Focus on areas with lower success rates for improvement
• Use dashboard insights to make data-driven decisions about utility communication strategies and resource allocation

6. Flow Diagram

Link - https://www.mermaidchart.com/raw/06d814c5-3914-404c-84c5-85987900df5e?theme=light&version=v0.1&format=svg

7. Business Rules

General Dashboard Rules

1. The dashboard must update real time data.
2. Growth percentages must be calculated relative to the previous comparable time period ( Growth % = ((New Value - Old Value) / Old Value) × 100)
3. All metrics must be filterable by date range when clicked
4. The system must maintain a minimum of 3 months of historical data for trend analysis
5. Today filter must be the default view for all dashboard metrics

Channel Performance Rules

1. Email performance metrics must include - open, pending ,failed , delivered.
2. SMS performance metrics must include - delivered, read, pending , failed.
3. WhatsApp metrics must track - delivered, read, pending , failed.
4. In-App notification metrics must include delivery, view rate, and action completion rate( ***)
5. Performance charts must use consistent visualization standards across all channels
6. Channel-specific charts must refresh when time period selections change

List Management Rules

1. Static lists must be manually maintained and updated by authorized users
2. Dynamic lists must update automatically based on defined criteria
3. Consumer,techinicians, busniess users counts in lists must match actual records in the database
4. Distribution percentages must always total 100% across all categories ( (If Based on List Count: Suppose the total is 14 lists. 58.3% of 14 lists =
   (58.3÷100)×14≈8.162(58.3 ÷ 100) × 14 ≈ 8.162(58.3÷100)×14≈8.162
   So, ~8 out of 14 lists are possibly completed or meet a condition.)

Workflow Rules

1. Active workflows must be monitored for any execution failures - Total failures.
2. Success rate calculations must exclude failed message delivery attempts
3. Re-engagement campaigns must target customers inactive for at least 45 days(***)
4. Workflow performance metrics must be calculated based on completed workflows only

8. Sample Data

Channel Metrics Sample Data

List Management Sample Data

List Categories Sample Data

Workflow Performance Sample Data

Formula for Success Rate:

For example, the success rate for New Customer Welcome is calculated as:

9. Acceptance Criteria

1. The system must display accurate total message counts across all communication channels
2. The dashboard must show percentage growth indicators for each channel compared to previous periods( formula provided )
3. The Channel Performance section must provide visual charts for Email, SMS, WhatsApp, and In-App notifications- piecharts
4. The channel performance show pie chart data based on channel. ex : 1) emails - delivered , opened , pending , failed. (2). sms /whatsapp- read, delivered, pending.
5. The system must display performance metrics for Today, This Week, and This Month time periods
6. The Lists Overview section must correctly display counts of Static and Dynamic lists
7. List Categories must display accurate distribution percentages across Consumer, Technician, and Business segments
8. The Workflow Performance section must show the correct count of Active Workflows
9. The system must display accurate Total Messages processed through workflows
10. The Average Success Rate metric must calculate correctly based on all workflow performance data
11. The dashboard must show the Total failure count that are currently active
12. Message Distribution metrics must display message counts by campaign type with correct percentages( top 3 used )
13. Success Rate Distribution must show accurate percentages for each campaign type
14. All metrics must update automatically when date filters are changed

10. Process Changes

11. Impact from Solving This Problem

12. User Behavior Tracking

Link - https://preview--utility-connect-hub-20.lovable.app/