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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
  • Navigatenavigate to communication hub module from the leftmenu navigation panel
  • Clickfrom the side nav click on "Dashboard" optiondashboard
  • The Communication Hub Dashboard will load with real-time communication metrics

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, In-App notifications)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.

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.

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

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%..

Q6: What time periods can I view in the dashboard? A: The dashboard provides three main time period views:

  • Today - Real-time daily performance metrics
  • This Week - Cumulative weekly performance data
  • This Month - Overall monthly metrics for trend analysis The "Today" filter is set as the default view for all dashboard metrics.

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

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
  • In-App charts show: delivery rate, view rate, action completion rate Click on any chart segment to see detailed metrics for that status category.

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
  • In-App notifications depend on app usage frequency Use these insights to optimize channel selection for different message types.

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.

Lists Management & Customer Segmentation

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

A:

  • Static Lists (manually maintained): Fixed customer groups that require manual updates by authorized users (e.g., "High-Value Customers," "Past Due Accounts")
  • Dynamic Lists (automatically updated): Customer groups that update automatically based on defined criteria (e.g., "New Customers Last 30 Days," "High Consumption Users")

Q12: How are customer list categories calculated and what do the percentages mean? A: Customer lists are segmented into three categories:

  • Consumers: Residential utility customers (typically 58.3% of lists)
  • Technicians: Field service and maintenance staff (typically 25.0% of lists)
  • Business: Commercial and industrial customers (typically 16.7% of lists) Percentages represent the distribution of lists across these categories, and they always total 100%.

Q13: How do I create or modify customer lists in Smart360? A: To manage customer lists:

  • Navigate to the Lists Overview section in the dashboard
  • For Static Lists: Click "Manage Lists" and manually add/remove customers
  • For Dynamic Lists: Set up automated criteria rules (e.g., "customers inactive for 45+ days")
  • Ensure proper authorization levels for list modifications
  • Verify that list counts match actual database records

Workflow Performance & Campaign Management

Q14: What does the Average Success Rate metric indicate?

A: The Average Success Rate (typically around 97.6%) 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.

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.

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.

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

Message Distribution & Campaign Analytics

Q18: What does Message Distribution show and how should I use it? A: Message Distribution displays the volume and percentage breakdown of your top 3 communication campaign types:

  • New Customer Welcome messages
  • Re-engagement Campaign messages
  • Service Update Notifications Use this data to understand which campaign types consume the most resources and adjust your communication strategy accordingly.

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

Q20: Can I export dashboard data for external analysis? A: Yes, Smart360 provides data export functionality. Click the export button in the relevant dashboard section and select your preferred format. You can export specific data sections including channel performance, workflow metrics, and campaign distribution data.

Troubleshooting & Common Issues

Q21: Why am I seeing discrepancies in my message counts? A: Message count discrepancies can occur due to:

  • Time zone differences in data aggregation
  • Pending messages still in delivery queue
  • Failed messages that haven't been processed yet
  • Filter settings affecting the displayed data Verify your time period selection and refresh the dashboard to see current data.

Q22: What should I do if my growth percentages seem incorrect? A: If growth percentages appear incorrect:

  • Verify that you have sufficient historical data (minimum 3 months required)
  • Check that you're comparing like time periods (month-to-month, week-to-week)
  • Ensure the previous period had message activity for accurate comparison
  • Contact support if calculations still seem inconsistent with your records

Q23: How do I identify which communication channels are underperforming? A: To identify underperforming channels:

  • Compare success rates across Email, SMS, WhatsApp, and In-App notifications
  • Review delivery and engagement metrics in channel-specific pie charts
  • Look for channels with high "failed" or "pending" percentages
  • Analyze growth percentages to identify declining channel performance
  • Use this data to reallocate resources to better-performing channels

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

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
  • Channel-specific filters to focus on individual communication methods
  • Campaign type filters to analyze specific message categories
  • Customer segment filters (Consumers, Technicians, Business)
  • Workflow status filters to focus on active or completed campaigns

Q26: How do I set up alerts for communication performance issues? A: To configure performance alerts:

  • Navigate to dashboard settings
  • Set threshold values for success rates, failure counts, or delivery metrics
  • Choose notification preferences (email, in-app, SMS)
  • Configure alert frequency to avoid notification overload
  • Test alert functionality with sample threshold breaches

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
  • Monitoring cost-per-message delivery across channels
  • Tracking conversion rates from communication to desired customer actions
  • Using historical trend data to optimize budget allocation

Q28: What reports can I generate from the Communication Hub Dashboard? A: Generate comprehensive reports including:

  • Channel performance summaries with trend analysis
  • Workflow effectiveness reports with success rate breakdowns
  • Customer segmentation distribution reports
  • Campaign performance comparisons across time periods
  • Failure analysis reports for troubleshooting purposes

Q29: How do I share dashboard insights with stakeholders? A: Share dashboard insights by:

  • Using the export functionality to create data files
  • Taking screenshots of key performance charts
  • Setting up scheduled report delivery to stakeholders
  • Creating custom dashboard views for different user roles
  • Providing access permissions for relevant team members

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
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