Onboarding - CSO Admin (ONB05US01)

User Story: Efficient Consumer Query & Validation Dashboard for CSO Admins

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.
• Work Order & Billing Oversight – Displays ongoing work orders and 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, workresolved orders,today, and unpaid bills.
• Admin searches forthrough aaccount consumerno, IDmeter no, name, phone number to view detailed complaint and service request history.details.
• The validation queue allows the Admin to approve or reject pendingview complaints and service requests.
• Work orders can be monitored,requests and quickbilling actionsand can be taken based on urgency.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 consumeraccount ID.no, meter no, phone no, name.
• Once a consumer is selected, the system must display basic details, complaint history, service requests, and billing informationdetails. ( 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 ExecutivesAdmins should be able to→ approve12/15 orActive
     • A rejectprogress bar indicates that 12 out of 15 complaintsCustomer andExecutives serviceare requests with a single click.active.
   • Call Center RepresentativesApproved complaints should trigger the→ work18/22 orderActive
     • A creationlighter processprogress bar represents 18 out of 22 whenagents necessary.being active.
   • CSO AdminIf a complaint or request is rejected, the system must allow→ adding7/10 a rejection reasonActive for transparency.

   3.1. Work Order Tracking & Management

   • The dashboardlowest mustbar, displayshowing all7 activeout workof orders, categorized by status (In Progress, Pending, Completed).
   • CSO Admins should have quick access to view and update work order statuses.
   • The system should highlight urgent work orders10 dueagents withinare 24 hours for priority handling.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.
• CSO Admins must have the ability to mark payments as received, updating the system in real time.

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 with resolution steps..

7.1. Performance & Efficiency Goals

• The dashboard must refresh real-time updates on open consumer queries ,pending validation counts, work orders,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 consumeraccount IDno., phone no. , name , meter number and retrieve all related details.
• The dashboard must display real-time metrics, including open consumer queries, pending validations, workcompleted orders,today and unpaid bills.
• The validation queue must list all pending complaints and service requests with options to approve, reject, or view details.
• The system must allow CSO Admins to filter and sort validation items based on complaint type, status, and submission date.
• Work orders must be categorized and displayed based on status, with urgent work orders highlighted for priority action.
• 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 system should maintain a log of all validation actions (approval/rejection) for audit and compliance purposes.
• Any errors in complaint validation or work orders must trigger a clear error message with corrective guidance.
• 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.

Event	Description	Key Properties	Metrics to Track
Viewed_Landing_Page	When the CSO Admin visits the landing page.	timestamp, user_id, role	DAU/WAU of CSO Admins
Used_Consumer_Search	Used the search bar to find a consumer by ID.	search_term, search_results_count	Search usage rate, No results occurrences
Viewed_Consumer_Details	Opened a consumer’s profile after searching.	consumer_id, complaints_count, service_requests	Consumer detail view rate
Viewed_Pending_Validations	Opened the validation panel for complaints and service requests.	pending_validations_count, validation_types	Engagement with validation section
Approved_Rejected_Validation	Approved or rejected a complaint/service request.	request_id, status, decision_time	Approval/rejection rate, Time taken per validation
Raised_Work_Order	Created a work order from a validated complaint or service request.	order_id, consumer_id, issue_type	Work orders created from complaints
Viewed_Unpaid_Bills_List	Opened the list of consumers with unpaid bills.	unpaid_bills_count, total_due_amount	Engagement with bill management

10. Data-Level Changes for CSO AdminManager

• New consumer search activity table to log search terms, results, and search frequency.
• Validation decision history table to track approved/rejected complaints and service requests.
• Work order tracking system integrated with complaint resolution logs.
• Bill management engagement logs to monitor interactions with unpaid bills and payment updates.
• Auto-save functionality for ongoing complaint and validation processes.
• Security activity tracking table to log login attempts, user role modifications, and access history.

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

Metric	Before	After	Improvement
Faster Issue Resolution	CSO Admins had to manually track consumer issues, causing delays.	A structured dashboard provides real-time tracking of consumer complaints and requests.	Faster resolution time, reducing issue backlog by 30-40%.
Reduced Consumer Complaints	Many complaints went unresolved due to lack of status visibility.	Automated tracking ensures a 50% improvement in issue resolution efficiency.	Studies show that real-time complaint tracking reduces unresolved cases by 40-50%.
Lower Support Dependency	CSO Admins frequently reached out to support teams for updates on consumer requests.	A self-explanatory complaint and validation tracking system reduces dependency on support.	50% fewer internal support requests related to issue tracking.
Enhanced Admin Engagement	Admins found it difficult to navigate consumer interactions effectively.	Visual analytics and structured workflow improve efficiency, leading to a 25% increase in admin engagement.	Research shows that gamified tracking & structured workflows boost engagement by ~20-30%.
Faster Consumer Request Processing	Delays in processing work orders and complaints led to inefficiencies.	Automated tracking and prioritization ensure 20% faster resolution of service requests.	Optimized tracking accelerates response times, reducing processing delays by 15-25%.
Improved System Utilization & Efficiency	Lack of visibility resulted in inefficient workflows and missed service requests.	Transparent tracking of consumer interactions improves workflow efficiency by 35%.	Studies confirm that structured tracking improves admin productivity by 30-40%.

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.