Communication Hub Dashboard - FAQs

Getting Started & Navigation

Q1: How do I access the Communication Hub Dashboard in Smart360?

A: To access the Communication Hub Dashboard:

• Log into your Smart360 platform
• navigate to communication hub module from the menu
• from the side nav click on dashboard
• The Communication Hub Dashboard will load with real-time communication metrics

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/communication/dashboard

Q2: What is the Communication Hub Dashboard and what problem does it solve?

A: The Communication Hub Dashboard is a centralized monitoring system that consolidates multi-channel customer communications (Email, SMS, WhatsApp) into a single view. It solves the problem of fragmented communication data by providing real-time performance metrics, workflow success rates, and customer segmentation analytics—enabling data-driven decisions for utility communication strategies.

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/communication/dashboard

Q3: Which user roles can access the Communication Hub Dashboard?

A: The dashboard is accessible to multiple user roles including:

• CSO Manager (Customer Service Operations Manager)
• CSO (Call Center Representatives)
• Utility Administrator
• Meter Manager
• Billing Manager Each role sees relevant metrics aligned with their responsibilities.

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/communication/dashboard

Dashboard Overview & Metrics

Q4: What are the main communication channels tracked in the dashboard?

A: Smart360 tracks four primary communication channels:

• Email - with metrics for delivered, opened, pending, and failed messages
• SMS - tracking delivered, read, pending, and failed status
• WhatsApp - monitoring delivered, read, pending, and failed messages
• In-App notifications - measuring delivery, view rate, and action completion rate

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/communication/dashboard

Q5: How is the growth percentage calculated for each communication channel?

A: Growth percentage is calculated using the formula: Growth % = ((New Value - Old Value) / Old Value) × 100. The system compares current period performance against the previous comparable time period. For example, if this month's email count is 16,249 and last month was 15,380, the growth would be +5.6%..

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/communication/dashboard

Q7: What does the total message count represent and how is it calculated? A

: The total message count represents the aggregate of all messages sent across all communication channels (Email + SMS + WhatsApp + In-App notifications). For example, if you see 35,486 total messages, this combines Email (16,249) + SMS (8,524) + WhatsApp (6,845) + In-App (3,868) messages for the selected time period.

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/communication/dashboard

Channel Performance & Analytics

Q8: How do I interpret the Channel Performance charts?

A: Channel Performance charts display pie chart visualizations for each communication channel:

• Email charts show: delivered, opened, pending, failed
• SMS/WhatsApp charts show: read, delivered, pending, failed

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/communication/dashboard

Q9: Why might I see different success rates between communication channels?

A: Success rates vary between channels due to different delivery mechanisms and customer preferences:

• Email may have lower open rates but higher detailed engagement
• SMS typically has higher read rates due to immediate visibility
• WhatsApp often shows good engagement in younger demographics

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/communication/dashboard

Q10: How often does the dashboard data refresh?

A: The dashboard displays real-time data that updates automatically. However, you can manually refresh the dashboard by clicking the refresh button. The system maintains a minimum of 3 months of historical data for comprehensive trend analysis.

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/communication/dashboard

Lists Management & Customer Segmentation

Q11: What's the difference between Static Lists and Dynamic Lists?

A:

• Static Lists (manually maintained): customer groups that require manual updates by authorized users
• Dynamic Lists (automatically updated): Customer groups that update automatically based on defined criteria

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/communication/dashboard

Workflow Performance & Campaign Management

Q14: What does the Average Success Rate metric indicate?

A: The Average Success Rate represents the percentage of successfully delivered messages across all active workflows. It's calculated as: (Total Success Messages / Total Messages) × 100. This metric excludes failed message delivery attempts and focuses on completed workflows only.

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/communication/dashboard

Q15: How are workflow success rates calculated for different campaign types?

A: Success rates are calculated individually for each campaign type:

example -

• New Customer Welcome: (Successful deliveries / Total attempts) × 100
• Re-engagement Campaign: (Successful deliveries / Total attempts) × 100
• Service Update Notifications: (Successful deliveries / Total attempts) × 100 The system excludes failed delivery attempts from success rate calculations.

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/communication/dashboard

Q16: What triggers a re-engagement campaign workflow?

A: Re-engagement campaigns automatically target customers who have been inactive for at least 45 days. The system identifies these customers through dynamic list criteria and initiates appropriate communication workflows to re-engage them with utility services.

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/communication/dashboard

Q17: How do I troubleshoot workflows with low success rates?

A: To troubleshoot underperforming workflows:

• Check the "Total Failures" count in the Workflow Performance section
• Review channel-specific failure reasons (delivery issues, invalid contacts, etc.)
• Analyze message content and timing for optimization opportunities
• Verify customer contact information accuracy
• Consider switching to higher-performing communication channels

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/communication/dashboard

Message Distribution & Campaign Analytics

Q19: How do I compare campaign effectiveness across different message types?

A: Use the Success Rate Distribution section to compare campaign performance:

• Review success percentages for each campaign type
• Identify campaigns with lower success rates for improvement
• Compare message volumes against success rates to determine ROI
• Focus optimization efforts on high-volume, low-success campaigns

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/communication/dashboard

Advanced Features & Optimization

Q24: How can I use the dashboard to improve customer satisfaction?

A: Leverage dashboard insights to enhance customer satisfaction:

• Monitor success rates to ensure reliable message delivery
• Use customer segmentation data to send more targeted communications
• Track re-engagement campaign effectiveness to reduce customer churn
• Optimize communication timing based on channel performance data
• Proactively address issues identified through failure rate monitoring

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/communication/dashboard

Q25: What filters can I apply to customize my dashboard view?

A: Smart360 provides several filtering options: Date range filters for custom time period analysis

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/communication/dashboard

Reporting & Analytics

Q27: How can I track ROI for different communication channels?

A: Track communication ROI by:

• Comparing message volumes against success rates for each channel
• Analyzing customer response rates and subsequent actions

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/communication/dashboard

Best Practices & Recommendations

Q30: What are the best practices for optimizing communication performance using this dashboard?

A: Follow these optimization best practices:

• Monitor daily metrics to identify trends early
• Use A/B testing across different channels for similar message types
• Regularly review and clean customer lists to improve delivery rates
• Adjust communication timing based on channel performance data
• Focus on high-performing channels for critical communications
• Set up automated alerts for significant performance drops
• Regularly analyze failure reasons and address systemic issues
• Use customer segmentation data to personalize message content and timing

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/communication/dashboard