CSO Manager User Story Document

1. Problem Statement

Core Problem

CSO Managers and Agents face challenges in efficiently tracking service requests, managing billing information, and monitoring performance metrics. Without an optimized dashboard, they struggle to prioritize tasks, track payment status, and maintain visibility on team performance, resulting in delayed service delivery and reduced operational efficiency.

2. Who Are the Users Facing the Problem?

CSO Manager: Oversees overall service operations, monitors agent performance, and requires high-level metrics to make operational decisions.
Agents: Handle individual service requests, process customer interactions, and need clarity on assigned tasks and priorities.

3. Jobs To Be Done

For CSO Manager: When I need to monitor overall service performance and agent productivity, But I lack consolidated metrics and status visibility across all service requests, Help me access a comprehensive dashboard with real-time metrics and request tracking, So that I can make informed decisions to improve operational efficiency and service delivery.

For Agents: When I need to prioritize and process service requests efficiently, But I struggle to identify high-priority tasks and track payment statuses, Help me view a clear list of pending service requests with priority indicators and payment information, So that I can focus on critical issues and ensure timely resolution of customer concerns.

4. Solution

A comprehensive dashboard solution that provides real-time visibility into service operations with the following capabilities:

Dashboard Overview
- Consolidated metrics summary showing key performance indicators
- Visual representation of service request status and completion rates
Request Management
- Filterable view of ongoing service requests and completions
- Priority-based request sorting and status tracking
Billing & Payment Tracking
- Real-time visibility of payment statuses across service requests
- Outstanding payment tracking with aging information
Quality & Efficiency Metrics
- Call abandonment rate tracking with trend analysis
- Avg. pickup time monitoring with comparative analysis
- Escalation rate tracking with trend indicators
Employee Productivity Metrics
- Cases handled per agent
- Average resolution time
- Resolution rate tracking
Action Center
- Quick access to common actions like resource allocation
- One-click access to detailed reports

5. Major Steps Involved

For CSO Manager:

Log into the system and access the Dashboard Overview page
Review the high-level metrics showing service request count (Complete: 4, Ongoing: 2)
Check Quality & Efficiency Metrics section to monitor call abandonment rate (9.8%), avg. pickup time (2m 18s), and escalation rate (12.3%)
Review Employee Productivity metrics including cases per agent (24), avg. resolution time (4.5h), and resolution rate (82%)
Examine the Ongoing Service Requests & Completions table to see specific request details
Use the "All Types" filter to narrow down specific service request categories
Review Agent Performance metrics to monitor team effectiveness
Use "Schedule Resources" or "Allocate Tasks" buttons to optimize workload distribution

For Agents:

Access their assigned dashboard view
Review any assigned ongoing service requests in the table
Prioritize requests marked as "High" priority
Process requests based on priority and age (days pending)
Update request status as they progress
Track their individual performance metrics

6. Flow Diagram

7. Business Rules

General Rules

All service requests must have a priority level assigned (High, Medium, Low)
Service requests must display current status (Ongoing, Complete)
Billing information must be tracked for each service request
Performance metrics must be updated in real-time or with defined refresh intervals

Role-Specific Rules

CSO Managers have access to all dashboard sections including agent performance metrics
Agents can only view and access their assigned service requests
Only CSO Managers can allocate tasks and schedule resources

Validation Rules

Service requests cannot be marked as complete if payment status is outstanding
Service requests older than 10 days must be flagged for review

8. Acceptance Criteria

The system must display a dashboard overview with accurate counts of ongoing and completed service requests.
The system must provide a filterable view of ongoing service requests with columns for ID, customer, agent, address, progress, and actions.
The system must clearly indicate priority levels for each service request using color-coding and labels.
The system must display billing information including amount, payment status, and days outstanding.
The system must show quality metrics including call abandonment rate, pickup time, and escalation rate with trend indicators.
The system must present employee productivity metrics including cases per agent, average resolution time, and resolution rate.
The system must provide action buttons for scheduling resources and allocating tasks.
The system must allow filtering of service requests by type.
The system must display the full customer name for each service request.
The system must provide visual progress indicators for each ongoing service request.
The system must calculate and display payment aging information for outstanding bills.
The system must highlight high priority requests to ensure visibility.
The system must allow users to view all requests with a single click.
The system must properly format currency values with appropriate symbols.
The system must display date information in a consistent, user-friendly format.
The system must provide interactive elements that respond to user actions.
The system must ensure all data is accurate and synchronized across all dashboard components.
The system must be accessible and usable on standard desktop devices.

9. Process Changes

Current Process	New Process	Impact
Manual tracking of service requests across multiple systems	Consolidated dashboard view of all service requests	Reduces time spent searching for information.
No clear priority indication for service requests	Color-coded priority system with visual indicators	Improves focus on critical issues, potentially reducing resolution time for high-priority items.
Limited visibility into payment status	Real-time payment tracking with aging information	Improves cash flow by highlighting outstanding payments.
Fragmented view of agent performance	Consolidated agent performance metrics	Enables better resource allocation and performance management.
Manual escalation tracking	Automated escalation rate monitoring with trend analysis	Provides early warning of service issues, allowing proactive intervention.
No standardized productivity metrics	Clear display of cases handled, resolution time, and success rate	Establishes baseline for performance improvement initiatives.
Scattered quality metrics	Centralized quality dashboard with comparative analysis	Facilitates targeted quality improvement efforts.
Manual resource allocation	One-click resource scheduling and task allocation	Reduces administrative overhead in workforce management.10. System Design Details

New Components

Dashboard Overview Widget: Provides at-a-glance metrics for service operations
Service Request Tracker: Manages and displays all active and completed service requests
Billing Integration Module: Connects service requests with payment information
Agent Performance Tracker: Collects and displays individual and team metrics
Quality Metrics Engine: Calculates and presents quality-related KPIs
Task Allocation System: Facilitates resource assignment and scheduling

Integration Points

API connection between service request system and dashboard
Data flow from billing system to payment tracking module
Performance metric collection from agent activity logs
Quality data aggregation from communication systems

11. Impact from Solving This Problem

Metric	Impact	Justification
Service Request Resolution Time	Reduction in resolution time	Improved prioritization and visibility will enable faster processing of critical issues.
Agent Productivity	Increase in productivity	Clear metrics and better task allocation will optimize agent workflow.
Customer Satisfaction	Improvement in satisfaction	Faster resolution times and better service quality will improve customer experience.
Outstanding Payment Collection	Improvement in collection efficiency	Better visibility of payment status will enable focused collection efforts.
Escalation Rate	Reduction in escalations	Proactive monitoring will allow issues to be addressed before escalation.
Management Efficiency	Improvement in efficiency	Consolidated dashboard eliminates need for multiple system checks and manual reporting.
Resource Utilization	Improvement in resource allocation	Better visibility into agent performance enables optimized scheduling and task allocation.

Questions Answered by Tracking

How does dashboard usage correlate with team performance improvements?
Which metrics most strongly predict successful service delivery?
What patterns exist in high-performing agents' dashboard usage?
How does prioritization affect overall resolution times?
What is the relationship between payment visibility and collection rates?
How does resource allocation impact team productivity metrics?
Which dashboard features deliver the most operational value?