Onboarding - CSO Admin (ONB05US01)

1. Problem Statement

CSO Admins face challenges in managing consumer queries, validating complaints, and tracking key operational metrics efficiently. Without a centralized and structured dashboard, they struggle with:

• Delayed complaint and service request validation, leading to unresolved consumer issues.
• Lack of real-time insights into pending work orders, unpaid bills, and high-priority validations.
• Manual effort in tracking consumer data, requiring multiple system interactions.

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

2.Who Are the Users Facing the Problem?

• CSO Admins: Responsible for overseeing consumer complaints, service requests, work orders, and billing validations.
• Support Teams: Rely on CSO Admins for quick resolution of consumer issues.

These users need a streamlined, real-time dashboard to enhance their efficiency.

3. Jobs To Be Done

As a CSO Admin, I am responsible for managing consumer queries, validating complaints, overseeing work orders, and tracking billing within SMART360. Previously, the lack of a centralized view led to inefficiencies, delayed responses, and increased manual effort in handling consumer-related issues.

To enhance my efficiency, I need a streamlined and comprehensive dashboard that provides a real-time overview of key operational metrics. This includes:

• Consumer Search & Details Panel – A quick lookup feature to retrieve consumer details, including active complaints and service requests.
• Validation Queue for Complaints & Service Requests – A structured workflow that enables me to review, approve, or reject pending consumer requests efficiently.
• Work Order Management – A real-time tracker for work orders, ensuring timely actions on service-related tasks.
• Billing Oversight – A dedicated section to monitor unpaid bills and take necessary actions to ensure revenue collection.

Additionally, I require real-time status updates and actionable insights that help me prioritize urgent tasks, reduce bottlenecks, and improve response times.

With this solution, I can focus on proactive consumer management rather than spending excessive time on manual tracking and issue resolution. This will enhance operational efficiency, improve service quality, and ensure seamless supervision of consumer operations.

4. Solution: The CSO Admin Dashboard introduces

• Consumer Search & Details Panel – Allows quick lookup of consumer data, including complaints and service requests.
• Validation Queue for Complaints & Service Requests – Enables CSO Admins to review, approve, or reject pending issues.
• Billing Oversight – Displays ongoing unpaid bills for immediate attention.
• Actionable Insights & Metrics – A summarized view of key operational areas requiring intervention.

5. Major Steps Involved

• CSO Admin logs into the SMART360 platform and accesses the dashboard.
• The dashboard presents a summary of open consumer queries, pending validations, resolved today, and unpaid bills.
• Admin searches through account no, meter no, name, phone number to view details.
• The validation queue allows the Admin to view complaints and service requests and billing and payments.
• Unpaid bills are displayed with options to mark payments as received.
• The Admin efficiently supervises consumer operations from a single view.

6. Flow Diagram

7. Business Rules for Tenant Admin Onboarding Dashboard

1.1. Consumer Search & Details Access

• The system must provide a search bar that allows CSO Admins to retrieve consumer details using a unique account no, meter no, phone no, name.
• Once a consumer is selected, the system must display basic details. ( search bar info attached in ppt )

2.1. Complaint & Service Request Validation

• All pending complaints and service requests must be listed in a validation queue for CSO Admin review.

3.1 Agent Performance

Agent Performance UI component provides an overview of active agents across different roles. Here's what it displays:

Key Elements:

1. Title: "Agent Performance"
   • This section tracks the performance and availability of different agent groups.
2. Agent Categories & Status:
   • Customer Executives → 12/15 Active
     • A progress bar indicates that 12 out of 15 Customer Executives are active.
   • Call Center Representatives → 18/22 Active
     • A lighter progress bar represents 18 out of 22 agents being active.
   • CSO Admin → 7/10 Active
     • The lowest bar, showing 7 out of 10 agents are available.

4.1. Billing Oversight & Payment Status

• The system must provide a summary of unpaid bills, including the total outstanding amount and overdue invoices.
• Overdue bills (30+ days) should be flagged for priority collection efforts.

5.1. User Experience Enhancements

• The dashboard must display key metrics in a visually intuitive format, ensuring quick decision-making.
• Users should be able to filter and sort the validation queue based on complaint type, status, and submission date.

6.1. Data Validation & Security

• The system must enforce role-based access control (RBAC), ensuring only authorized CSO Admins can validate complaints or process payments.
• If an error occurs (e.g., missing information), the system must display a clear error message.

7.1. Performance & Efficiency Goals

• The dashboard must refresh real-time updates on open consumer queries ,pending validation counts and unpaid bills.
• Pending validations requiring immediate attention should be prioritized and highlighted.
• The system should aim to reduce manual tracking efforts, improving operational efficiency.

8. Acceptance Criteria

• CSO Admins can successfully search for a consumer using a unique account no., phone no. , name , meter number and retrieve all related details.
• The dashboard must display real-time metrics, including open consumer queries, pending validations, completed today and unpaid bills.
• The validation queue must list all pending complaints and service requests with options to view details.
• The system must allow CSO Admins to filter and sort validation items based on complaint type, status, and submission date.
• The billing section must display total unpaid bills, overdue payments, and payment status updates in real-time.
• CSO Admins must receive alerts for pending high-priority validations requiring immediate attention.
• The dashboard UI must follow accessibility guidelines, ensuring clarity and usability for all users.

9. User Behavior Tracking - CSO Admin

Description : The CSO (Admin) landing page is designed to provide quick access to consumer search, complaint validation, work order actions, and bill management. It allows CSO Admins to efficiently manage consumer interactions, validate service requests, and oversee payments.

Objective :

• Track how CSO Admins search for consumers and interact with consumer details. -
• Measure engagement with complaint validation and work order actions.
• Identify the efficiency of bill payment management.
• Understand the most accessed sections of the landing page.

10. Data-Level Changes for CSO Manager

• New consumer search activity table to log search terms, results, and search frequency.
• Validation decision table to track complaints and service requests.
• Bill management engagement logs to monitor interactions with unpaid bills and payment updates.

11. Process Changes

• Automates consumer search tracking, reducing manual effort in locating user details.
• Enhances complaint validation workflow with real-time status updates and error resolution.
• Introduces role-based dashboard customization for better accessibility and task prioritization.
• Optimizes operational efficiency by reducing response times and improving data accuracy.

12. System Design Details

• New Components: CSO Admin Dashboard (provides a centralized view of consumer interactions, complaint resolutions, and bill management).
• Interactive Data Widgets: real-time updates on consumer search activity, complaint validation progress, work order status.

13. Impact from Solving This Problem

14. Module & Role-Specific Benefits

• CSO Admins can resolve consumer issues faster, reducing backlog and delays.
• Support Teams experience fewer escalations, freeing up resources for complex cases.
• Improved tracking ensures higher efficiency and engagement with consumer management tools.

Wireframe

https://docs.google.com/presentation/d/1gzJRIULkBlE4GSXgKG9PWPuDdeRtATN34okMyBUAJRQ/edit#slide=id.p

https://78c72580-2e65-44e8-94df-57100ebbbd4e-00-lx7beiefn4un.picard.replit.dev/

CSO Admin Dashboard Enhancements

• Add requirement for a dual-panel view showing "Ongoing Service Requests & Complaints" on the left and "Billing & Payment Tracking" on the right
• Include dropdown filters for each panel ("All Types" - service & complaint for service requests and "All Risk Levels" - low , medium, high for billing)

Service Request Panel Requirements

• Display customer name with account ID in format "Name #00000000"
• Show request type (currently all showing as "Complaint")
• Include reference ID with standard format (RExxxx)
• Show creation date in DD/MM/YYYY format
• Display color-coded status indicators (blue for "CREATED", green for "APPROVED")
• Include view and action buttons in the Actions column

Billing Panel Requirements

• Display customer name with account ID in consistent format
• Show billing type (all entries showing "Billing" in screenshot)
• Display amount with currency indicator (SAT) and consistent decimal formatting
• Include due date in DD/MM/YYYY format
• Implement color-coded risk indicators (Low in green, Medium in orange, High in red)
• Include view and action buttons in the Actions column

Customer Services Enhancement

• Add requirement for a clear heading "Customer Services" with explanatory subtext "Access customer service modules based on your role and permissions"

Service Module Navigation Tiles

• Design a tile-based navigation interface with consistent layout and iconography
• Include 9 primary service modules organized in a grid layout:

Customer Management Tiles:

1. Accounts - "Customer account and profile management"
2. New Connections - "Process and manage new connection requests"
3. Disconnections - "Manage service disconnection requests"
4. Services - "Track and manage customer services"
5. Complaints - "Handle and resolve customer complaints"
6. Payments - "Process and track customer payments"
7. Outstandings - "Track and manage outstanding payments"
8. Pause/Resume - "Manage service status changes"
9. Update Profile - "Manage your account settings"
10. Setup Services - "Configure service types and workflows" \
11. Setup Complaints - "Configure complaint categories and resolution"
12. Setup Payments - "Configure payment methods and processing"
13. Setup Service Centers - "Manage service center locations and staff"

Visual Design Requirements

• Each tile should include a relevant icon matching the function
• Use consistent styling with a light background and clear typography
• Provide a brief one-line description under each module title
• Ensure adequate spacing between tiles for visual clarity

These enhancements specifically address the Customer Services module navigation interface shown in the screenshot and can be added to your existing CSO Admin user story.