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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:

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

5. Major Steps Involved

For CSO Manager:

  1. Log into the system and access the Dashboard Overview page
  2. Review the high-level metrics showing service request count (Complete: 4, Ongoing: 2)
  3. Check Quality & Efficiency 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 Ongoing Service Requests & Completions table to see specific request details
  6. Use the "All Types" 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 "Allocate Tasks" buttons 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 age (days pending)
  5. Update request status as they progress
  6. Track their individual performance metrics
  7. Document completion of service requests

6. Flow Diagram

image.png

flowchart TD
    A[Login] --> B[Dashboard Overview]
    B --> C{User Role}
    C -->|CSO Manager| D[View Overall Metrics]
    C -->|Agent| E[View Assigned Requests]
    D --> F[Check Quality Metrics]
    D --> G[Monitor Agent Performance]
    D --> H[Review Service Requests]
    E --> I[Process High Priority Requests]
    E --> J[Update Request Status]
    H --> K[Filter by Request Type]
    H --> L[Access Request Details]
    G --> M[Allocate Tasks]
    G --> N[Schedule Resources]
    I --> O[Complete Service]
    O --> P[Update Billing Status]
    P --> Q[Mark as Complete]

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
  • High priority requests must be addressed before lower priority requests
  • Service requests older than 10 days must be flagged for review

Error Handling

  • System must notify users when metrics fail to load or update
  • Failed task allocations must generate error messages with specific reasons
  • Data synchronization failures must be logged and reported to administrators

8. Acceptance Criteria

  1. The system must display a dashboard overview with accurate counts of ongoing and completed service requests.
  2. The system must provide a filterable view of 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 filtering of service requests by type.
  9. The system must display the full customer name for each service request.
  10. The system must show 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 high priority requests to ensure visibility.
  14. The system must allow users to view all requests with a single click.
  15. The system must properly 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 consistent styling and information hierarchy across all sections.
  20. The system must be accessible and usable on standard desktop devices.

9. Process Changes

  • Service Request Tracking
    • Current Process: Service requests are manually tracked across multiple systems.
    • New Process: A consolidated dashboard provides a unified view of all service requests.
    • Impact: Reduces time spent searching for information.
  • Service Request Prioritization
    • Current Process: No clear priority indication for service requests.
    • New Process: A color-coded priority system with visual indicators highlights urgent cases.
    • Impact: Improves focus on critical issues, potentially reducing resolution time for high-priority items.
  • Payment Status Visibility
    • Current Process: Limited visibility into payment status.
    • New Process: Real-time payment tracking with aging information.
    • Impact: Improves cash flow by highlighting outstanding payments.
  • Agent Performance Tracking
    • Current Process: Fragmented view of agent performance.
    • New Process: Consolidated performance metrics for better tracking.
    • Impact: Enables better resource allocation and performance management.
  • Escalation Tracking
    • Current Process: Manual tracking of escalations.
    • New Process: Automated monitoring of escalation rates with trend analysis.
    • Impact: Provides early warning of service issues, allowing proactive intervention.
  • Productivity Metrics
    • Current Process: No standardized metrics for productivity.
    • New Process: A clear display of cases handled, resolution time, and success rates.
    • Impact: Establishes a baseline for performance improvement initiatives.
  • Quality Metrics
    • Current Process: Quality metrics are scattered across different sources.
    • New Process: A centralized quality dashboard with comparative analysis.
    • Impact: Facilitates targeted quality improvement efforts.
  • Resource Allocation
    • Current Process: Manual allocation of workforce resources.
    • New Process: One-click resource scheduling and task allocation.
    • Impact: Reduces administrative overhead in workforce management.
Current ProcessNew ProcessImpactManual tracking of service requests across multiple systemsConsolidated dashboard view of all service requestsReduces time spent searching for information by approximately 40%No clear priority indication for service requestsColor-coded priority system with visual indicatorsImproves focus on critical issues, potentially reducing resolution time for high-priority items by 30%Limited visibility into payment statusReal-time payment tracking with aging informationImproves cash 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 initiativesScattered quality metricsCentralized quality dashboard with comparative analysisFacilitates targeted quality improvement effortsManual resource allocationOne-click resource scheduling and task allocationReduces 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

Existing Components Affected

  • Customer Database: Will need to integrate with dashboard for real-time information
  • Billing System: Will need to provide payment status updates to the dashboard
  • Agent Workflow System: Will need to send performance data to the metrics engine
  • Reporting System: Will need to be updated to include new dashboard metrics

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.

MetricImpactJustificationService Request Resolution Time30% reductionImproved prioritization and visibility 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 be addressed before escalationManagement Efficiency35% improvementConsolidated dashboard eliminates need for multiple system checks and manual reportingResource Utilization25% improvementBetter visibility into agent performance enables optimized scheduling and task allocation

12. User Behavior Tracking

For CSO Manager

EventPropertiesInsights GeneratedDashboard LoadTime of day, sections viewed, time spentHow frequently managers check metrics and which sections are most valuableFilter UsageFilter types applied, frequencyWhich service request categories require most attentionResource AllocationResources assigned, time of dayPatterns in resource needs and allocation efficiencyReport AccessReports viewed, export frequencyWhich data points are most valuable 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 potential bottlenecks in the resolution processPayment UpdatesAmount collected, payment methodEffectiveness of payment collection processesStatus UpdatesStatus change, time between updatesWorkflow patterns and potential delays in processing

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?
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