CSO Admin User Story Document

1. Problem Statement

Core Problem

CSO AdminsManagers and Agents face challenges in efficiently tracking service requests, managing consumerbilling queries, validating complaints,information, and trackingmonitoring keyperformance operational metrics efficiently.metrics. Without aan centralized and structuredoptimized dashboard, they struggle with:

• Delayedto complaintprioritize tasks, track payment status, and maintain visibility on team performance, resulting in delayed service request validation, leading to unresolved consumer issues.
• Lack of real-time insights into pending unpaid bills,delivery and high-priority validations.
• Manual effort in tracking consumer data, requiring multiple system interactions.

This inefficiency increasesreduced operational delays, reduces consumer satisfaction, and adds unnecessary workload to CSO Admins.efficiency.

User Role: CSO Admin

• Pain Point 1: Managing a high volume of consumer queries (142 open queries with 23 requiring immediate attention) without clear prioritization tools
• Pain Point 2: Delayed validation of complaints and service requests (38 pending validations with 5 marked as high priority)
• Pain Point 3: Challenges in monitoring unpaid bills and following up with consumers ($14,872 unpaid with 31 overdue by 30+ days)
• Pain Point 5: Lack of a centralized and efficient consumer search system requiring navigation through different identifiers

2. Who Are the Users Facing the Problem?

• CSO Admin

Responsibilities:Manager

• Managing: Oversees overall service operations, monitors agent performance, and respondingrequires high-level metrics to consumermake queriesoperational decisions.
• ValidatingAgents: consumerHandle complaintsindividual service requests, process customer interactions, and serviceneed requests
• Monitoringclarity unpaidon billsassigned tasks and overseeing payment collection
• Searching for consumer information across different identifierspriorities.

The CSO Admin role requires full access to the dashboard features, including consumer data management, complaint validation, work order supervision, and bill payment monitoring.

3. Jobs To Be Done

For For CSO Admin:Manager: When I need to managemonitor aoverall highservice volumeperformance ofand consumeragent queries,productivity, But I lack consolidated metrics and status visibility intoacross whichall onesservice require immediate attention,requests, Help me prioritizeaccess queriesa basedcomprehensive ondashboard urgencywith real-time metrics and importance,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 resolving critical issues first and improveensure consumertimely satisfaction.

Forresolution CSOof Admin:customer When I need to monitor unpaid bills, But I don't have an effective way to track overdue payments, Help me identify and manage outstanding bills with aging information, So that I can follow up with consumers and improve revenue collection.

For CSO Admin: When I need to find specific consumer information, But I have to search across multiple identifiers and systems, Help me access consumer data through a unified search interface, So that I can quickly retrieve relevant information and provide better service.concerns.

4. Solution

1.

A Enhancedcomprehensive Validationdashboard Workflow

solution that provides real-time visibility into service operations with the following capabilities:
1. ValidationDashboard Queue Visualization:Overview
   • Consolidated Clearmetrics displaysummary showing key performance indicators
   • Visual representation of pendingservice validationsrequest withstatus visualand indicatorscompletion for priority levelrates
2. ValidationRequest Decision Support:Management Contextual information display to help make quick and accurate validation decisions

2. Bill Payment Monitoring

• Unpaid Bill Dashboard: ComprehensiveFilterable view of allongoing unpaidservice billsrequests 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 analysisinformation

PaymentAgent TrendPerformance Analysis:Monitoring Visualization of payment patterns to identify chronic late payers

3. Unified Consumer Search

• Multi-identifier Search: Single search box with ability to detectIndividual and searchteam byperformance accountmetrics
• Resource number,allocation name,and meteravailability number, or phone numbertracking

ConsumerQuality Profile& QuickEfficiency View:Metrics

• Call Immediateabandonment 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 essentialcommon consumeractions informationlike withoutresource leaving the search interfaceallocation

4.Action Center

• One-click Actions: View, payments, complaints, services, disconnection, pause/resume, Approve, reject and mark as paid functionality directly from list views

5. Dashboard Analytics

• Performance Metrics: Visual indicators of key metrics like resolution time, validation speed, and collection rate
• Trend Analysis: Month-over-month comparisonsaccess to identifydetailed performance improvements or deteriorations
• Workload Forecasting: Predictive analysis of upcoming workload based on historical patternsreports

5. Major Steps Involved

• For CSO Admin logsManager:

  1. Log into the SMART360 platformsystem and accessesaccess the dashboard.Dashboard Overview page
  2. TheReview dashboardthe presentshigh-level ametrics summary of open consumer queries, pending validations and unpaid bills.
  3. Admin searches for a consumer ID to view detailed complaint andshowing service request history.count (Complete: 4, Ongoing: 2)
  3. TheCheck validationQuality queue& allowsEfficiency Metrics section to monitor call abandonment rate (9.8%), avg. pickup time (2m 18s), and escalation rate (12.3%)
  4. Review Employee Productivity metrics including cases per agent (24), avg. resolution time (4.5h), and resolution rate (82%)
  5. Examine the AdminOngoing Service Requests & Completions table to view,see payments,specific complaints,request services,details
  6. Use disconnections,the pause/resume,"All approveTypes" filter to narrow down specific service request categories
  7. Click on individual service requests to access detailed information
  8. Review Agent Performance metrics to monitor team effectiveness
  9. Use "Schedule Resources" or reject"Allocate pendingTasks" complaintsbuttons to optimize workload distribution
  10. Navigate to additional sections like "Scheduled Updates" or "Billing & Payment Tracking" as needed

  For Agents:

  1. Access their assigned dashboard view
  2. Review any assigned ongoing service requests in the table
  3. Prioritize requests marked as "High" priority
  4. Process requests based on priority and serviceage requests.(days pending)
  5. UnpaidUpdate billsrequest are displayed with options to mark paymentsstatus as received.they progress
  6. TheTrack Admintheir efficientlyindividual supervisesperformance consumermetrics
  7. Document operationscompletion fromof aservice single view.requests

6. Flow Diagram

flowchart TD
    A[CSO Admin Login] --> B[Dashboard Home]Overview]
    B --> C1[QueryC{User Management]Role}
    BC -->|CSO Manager| D[View Overall Metrics]
    C -->|Agent| E[View Assigned Requests]
    D --> C2[ValidationF[Check Queue]Quality BMetrics]
    D --> C3[WorkG[Monitor OrderAgent Tracking]Performance]
    BD --> C4[BillH[Review PaymentService Supervision]Requests]
    C1E --> D1[ViewI[Process QueryHigh Details]Priority D1Requests]
    E --> E1[RespondJ[Update toRequest Query]Status]
    D1H --> E2[AssignK[Filter Query]by E1Request Type]
    H --> F1[MarkL[Access asRequest Resolved]Details]
    E2G --> F1M[Allocate C2Tasks]
    G --> D2[ViewN[Schedule ValidationResources]
    Details]
    D2I --> E3[ReviewO[Complete Information]Service]
    E3O --> F2[ApproveP[Update Validation]Billing E3Status]
    P --> F3[Reject Validation]
    F2 --> G1[Generate Work Order]
    F3 --> G2[Send Rejection Notification]
    
    C3 --> D3[View Work Order Details]
    D3 --> E4[Check Progress]
    E4 --> F4[Update Status]
    E4 --> F5[Reassign Work Order]
    F4 --> G3[Close Work Order]
    F5 --> E4
    
    C4 --> D4[View Bill Details]
    D4 --> E5[Review Payment Status]
    E5 --> F6[Q[Mark as Paid]
    E5 --> F7[Send Payment Reminder]
    F6 --> G4[Update Financial Records]
    F7 --> G5[Schedule Follow-up]Complete]

7. Business Rules

General Rules

• All consumer queries must be acknowledged within 24 hours of submission
• High priority validations must be processed within 4 hours of entering the queue
• Work orders due within 24 hours must be highlighted with visual indicators
• Bills overdue by 30+ days must trigger an automatic escalation process
• All approval and rejection actions must include a reason or reference to policy

Query Management Rules

1. Queries are automatically marked as "requiring immediate attention" if they involve service interruption, safety concerns, or are from priority customers
2. Query response time should not exceed 48 hours from submission
3. Queries pending for more than 72 hours must be escalated to a supervisor

Validation Rules

1. Complaints and service requests must have a priority level assigned (High, Medium, Low)
2. Service requests must display current status (Ongoing, Complete)
3. Billing information must be validatedtracked withinfor 48each hoursservice ofrequest
4. Performance submissionmetrics 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
• High priority validations are determined based on service impact, consumer type, and safety implications
• Rejected validations must include detailed explanation and alternative solutions where applicable
• Validated complaints automatically generate appropriate follow-up actions (e.g., work orders, bill adjustments)

Work Order Rules

1. Work ordersrequests must be assigned within 24 hours of creation
2. Progress updates must be recorded at least once every 24 hours
3. Work orders not completed by the due date must trigger escalation notification
4. Completed work orders require verificationaddressed before closure

Billlower Paymentpriority Rules

1. Payment reminders are sent automatically at 15, 30, and 45 days past duerequests
3. BillsService markedrequests asolder paidthan must include payment method and reference number
3. Bills overdue by 60+10 days must be reviewedflagged for potential service limitationreview
4. Payment plans can be established for bills exceeding $500

Error Handling

• System must notify users when metrics fail to load or update
• Failed actionstask allocations must generate clear error messages with troubleshootingspecific stepsreasons
• SystemData synchronization failures must maintainbe auditlogged logsand of all failed transactions for troubleshooting
• Critical errors affecting consumer data must trigger immediate notificationreported to system administratoradministrators
• Timeout errors must allow for recovery of data entered before the timeout occurred

8. Acceptance Criteria

1. The system must display a dashboard overview with accurate counts of open consumer queries, pending validations, work orders,ongoing and unpaidcompleted billsservice on the dashboard
2. The system must correctly highlight queries requiring immediate attention based on defined priority rules
3. The system must accurately track and display month-over-month changes in key metrics
4. The system must allow consumer search by account number, name, meter number, and phone number
5. The system must display search results within 3 seconds for any consumer search queryrequests.
2. The system must provide a clearfilterable view of the validation queue with proper categorization of complaints vs.ongoing service requests with columns for ID, customer, agent, address, progress, and actions.
3. The system must clearly indicate priority levels for each service request using color-coding and labels.
4. The system must display billing information including amount, payment status, and days outstanding.
5. The system must show quality metrics including call abandonment rate, pickup time, and escalation rate with trend indicators.
6. The system must present employee productivity metrics including cases per agent, average resolution time, and resolution rate.
7. The system must provide action buttons for scheduling resources and allocating tasks.
8. The system must allow CSOfiltering Adminsof toservice viewrequests detailedby information for any validation item with a single click
8. The system must enable approve/reject actions directly from the validation queue list view
9. The system must track work order status and properly categorize them as in progress or pending
10. The system must highlight work orders due within 24 hours with appropriate visual indicatorstype.
9. The system must display the totalfull amountcustomer ofname unpaidfor billseach andservice the number of affected consumersrequest.
10. The system must identifyshow the assigned agent name for each service request.
11. The system must provide visual progress indicators for each ongoing service request.
12. The system must calculate and display payment aging information for outstanding bills.
13. The system must highlight billshigh overduepriority byrequests 30+to daysensure with appropriate visual indicatorsvisibility.
14. The system must allow CSO Adminsusers to markview billsall asrequests paidwith directlya fromsingle theclick.
15. The billsystem listmust viewproperly format currency values with appropriate symbols.
16. The system must display date information in a consistent, user-friendly format.
17. The system must provide interactive elements that respond to user actions.
18. The system must ensure all data is accurate and synchronized across all dashboard components.
19. The system must maintain accurateconsistent timestampsstyling forand information hierarchy across all actions taken on the dashboard
15. The system must preserve user context when navigating between different sections of the dashboard
16. The system must properly refresh data when actions are taken without requiring full page reloads
17. The system must correctly apply all filtering and sorting options in list views
18. The system must provide appropriate error messages when actions cannot be completed
19. The system must maintain session security with appropriate timeout and authentication measuressections.
20. The system must be accessible and responsiveusable acrosson differentstandard devicedesktop types and screen sizesdevices.

9. Process Changes

Current ProcessNew ProcessImpactFrom: Manual scanning of queries to identify urgent itemsTo: Automated flagging of queries requiring immediate attentionReduces time spent on query prioritization by 60% and ensures critical issues are never overlookedFrom: Sequential processing of validations in chronological orderTo: Priority-based validation processing with visual indicatorsDecreases validation time for critical issues by 70% and improves consumer satisfaction for urgent mattersFrom: ManualProcessImpactManual tracking of workservice orderrequests dueacross datesTo:multiple AutomatedsystemsConsolidated highlightingdashboard view of approaching deadlinesReduces overdue work orders by 85% and improvesall service delivery timelinessFrom: Reactive management of overdue billsTo: Proactive monitoring with aging analysisIncreases on-time payment rate by 40% and reduces revenue leakageFrom: Multiple searches across different systems to find consumer informationTo: Unified search across all identifiersDecreasesrequestsReduces time spent searching for consumer information by 75%approximately and40%No improvesclear priority indication for service efficiencyFrom:requestsColor-coded Individualpriority processingsystem ofwith eachvisual validationindicatorsImproves itemTo:focus Batchon processingcritical capabilityissues, potentially reducing resolution time for similarhigh-priority validationsIncreases validation throughputitems by 200% during peak periodsFrom: 30%Limited visibility into month-over-monthpayment performanceTo:statusReal-time Trendpayment analysistracking with visualaging indicatorsEnablesinformationImproves data-drivencash flow by highlighting outstanding paymentsFragmented view of agent performanceConsolidated agent performance metricsEnables better resource allocation and performance managementManual escalation trackingAutomated escalation rate monitoring with trend analysisProvides early warning of service issues, allowing proactive interventionNo standardized productivity metricsClear display of cases handled, resolution time, and success rateEstablishes baseline for performance improvement andinitiativesScattered workloadquality planningFrom:metricsCentralized Separatequality workflowsdashboard forwith complaintscomparative analysisFacilitates targeted quality improvement effortsManual resource allocationOne-click resource scheduling and servicetask requestsTo:allocationReduces Unifiedadministrative validationoverhead queuein withworkforce appropriate categorizationSimplifies the CSO Admin workflow and reduces context switching by 50%management

10. System Design Details

New Components

• Dashboard AnalyticsOverview Engine:Widget: ProcessesProvides operationalat-a-glance datametrics 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

Existing Components Affected

• Customer Database: Will need to generateintegrate with dashboard for real-time metrics and trend analysis
• Priority Algorithm Module: Evaluates queries and validations to automatically assign priority levels
• Notification Manager: Generates alerts for approaching deadlines and critical items
• Unified Search Service: Processes search queries across multiple identifier types
• Batch Action Processor: Handles bulk operations on multiple items simultaneously

Affected Existing Components

1. Consumer Query Module: Enhanced to include priority flags and immediate attention indicators
2. Validation Processing System: Modified to incorporate priority-based queue management
3. Work Order Tracker: Updated to include visual progress indicators and deadline alertsinformation
2. Billing System Integration:: ExpandedWill to include aging analysis and payment trend tracking
5. User Interface Framework: Revisedneed to provide a unified dashboard experience

Integration Points

1. Consumer Database: Real-time access to consumer information for search and context
2. Work Order Management System: Bi-directional integration forpayment status updates andto creationthe dashboard
3. BillingAgent System:Workflow System: DataWill exchangeneed forto paymentsend statusperformance anddata collectionto actions
4. Notificationthe System:metrics Integration for alerts and remindersengine
4. Reporting Engine:System: DataWill feedneed forto analyticsbe updated to include new dashboard metrics

Integration Points

• API connection between service request system and trend analysisdashboard

Data Flows

1. Consumerflow queriesfrom → Priority algorithm → Dashboard display
2. Validation actions → Work orderbilling system →to Work orderpayment tracking module
3. BillPerformance statusmetric updatescollection →from Agingagent analysisactivity → Payment monitoringlogs
4. SearchQuality queriesdata →aggregation Multiplefrom databasescommunication → Unified results displaysystems
5. Dashboard interactions → Audit logging → Performance analytics

11. Impact from Solving This Problem

MetricImprovement✅MetricImpactJustificationService QueryRequest Resolution TimeReducedTime30% fromreductionImproved averageprioritization 3.5and daysvisibility will enable faster processing of critical issuesAgent Productivity20% increaseClear metrics and better task allocation will optimize agent workflowCustomer Satisfaction15% improvementFaster resolution times and better service quality will improve customer experienceOutstanding Payment Collection25% improvementBetter visibility of payment status will enable focused collection effortsEscalation Rate40% reductionProactive monitoring will allow issues to 1.2be daysaddressed bybefore ensuringescalationManagement properEfficiency35% prioritization✅improvementConsolidated Validationdashboard Processingeliminates SpeedIncreasedneed fromfor 15multiple validations/daysystem to 40 validations/day through streamlined interface✅ Work Order Completion RateImproved on-time completion from 65% to 94% through better trackingchecks and alerts✅manual RevenuereportingResource CollectionReducedUtilization25% overdueimprovementBetter billsvisibility byinto 45%agent throughperformance proactiveenables monitoringoptimized scheduling and follow-up✅task CSO Admin ProductivityIncreased tasks completed per day by 60% through unified interface and reduced context switching✅ Consumer SatisfactionImproved satisfaction scores by 35% through faster response and resolution times✅ Operational EfficiencyReduced manual steps by 70% through automation and streamlined workflows✅ Data AccuracyImproved data consistency by 90% through unified search and integrated systemsallocation

12. User Behavior Tracking

For CSO Admin Behavior TrackingManager

MetricEventsEventPropertiesInsights toGeneratedDashboard TrackPropertiesInsights ProvidedQuery Resolution EfficiencyQuery opened, Query resolvedTime to resolution, Query type, Priority levelHow efficiently are CSO Admins processing different typesLoadTime of queries?Validationday, Decision TimeValidationsections viewed, Validation approved/rejectedTime to decision, Validation type, Priority levelWhat is the average decision time forspentHow validationsfrequently managers check metrics and howwhich does it vary by type?Work Order ManagementWork order viewed, Status updatedTime spent reviewing, Update frequency, Completion timeHow effectively are CSO Admins tracking and managing work orders?Bill Payment ProcessingBill viewed, Payment markedTime to update, Bill amount, Days overdueHow quickly are payments being processed and recorded?Search EfficiencySearch initiated, Result selectedSearch criteria used, Time to find, Search refinementsWhich search methodssections are most effectivevaluableFilter UsageFilter types applied, frequencyWhich service request categories require most attentionResource AllocationResources assigned, time of dayPatterns in resource needs and howallocation couldefficiencyReport the search be improved?Dashboard NavigationPageAccessReports viewed, Feature usedTime spent on section, Navigation path, Actionexport frequencyWhich dashboarddata featurespoints are most usedvaluable for deeper analysisTask AllocationTasks assigned, priority distributionHow effectively high-priority tasks are being distributed

For Agents

EventPropertiesInsights GeneratedRequest SelectionPriority level, customer type, time to selectionHow agents prioritize their work queueTask CompletionTime spent, steps takenEfficiency patterns and howpotential dobottlenecks CSO Admins navigatein the system?Actionresolution DistributionActionsprocessPayment takenUpdatesAmount bycollected, typeActionpayment type, Frequency, TimemethodEffectiveness of day,payment Successcollection rateHowprocessesStatus areUpdatesStatus CSO Admins distributing theirchange, time acrossbetween differentupdatesWorkflow responsibilities?Error Encounter RateError occurred, Recovery actionError type, Context, Resolution timeWhat errors are CSO Admins encounteringpatterns and howpotential quicklydelays arein they recovering?processing

Questions Answered Throughby Tracking

1. Which validation types take the longest to process and why?
2. At what times of day is the CSO Admin most productive?
3. Which consumer query types are most effectively resolved?
4. How does the backlog of work orders change throughout the month?
5. What payment follow-up actions are most effective in reducing overdue bills?
6. How does the introduction of batch processing affect validation throughput?
7. Which search methods yield the fastest results for CSO Admins?
• How does dashboard usage pattern correlate with operationalteam efficiency?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 impactrelationship ofbetween high-prioritypayment alertsvisibility onand resolutioncollection time?rates?
• How dodoes performanceresource metricsallocation changeimpact duringteam peakproductivity vs.metrics?
• Which normaldashboard features deliver the most operational periods?value?