Smart360 CSO Dashboard - FAQ's

Getting Started & Access

Q: How do I access the Command Center Dashboard in Smart360?

A: To access the Command Center Dashboard:

Log into your Smart360 account
Navigate to the main navigation menu
Select "Command Center" from the dashboard options
The system will load the unified dashboard with real-time data refresh
You'll see a welcome message with the last update timestamp

Q: What user roles can access the CSO Dashboard?

A: The CSO Dashboard is accessible to authorized users with the following roles:

Utility Administrator: Full access to all dashboard sections and analytics
CSO Manager: Access to customer service focused sections and metrics
Other management roles may have restricted access based on your organization's permission settings

Q: How often does the dashboard data refresh?

A: The dashboard has refresh button.

Executive KPIs & Analytics

Q: What do the Executive KPI cards show and how are they calculated?

A: The Executive KPI section displays four key metrics:

Total Revenue: Current month's total billed amount (includes all billed amounts regardless of payment status)
Service Requests: All requests created in the current period regardless of status
Collection Rate: Calculated as (Payments Received / Total Amount Due) × 100 for the period
Active Complaints: All unresolved complaints regardless of creation date Each metric shows percentage change compared to the previous month.

Q: How are month-over-month percentage changes calculated for kpi cards?

A: Percentage changes are calculated as: ((Current Month - Previous Month) / Previous Month) × 100. The calculation excludes weekend and holiday variations to provide accurate performance comparisons.

Revenue Performance & Analytics

Q: What information is available in the Revenue Performance section?

A: The Revenue Performance section includes:

Revenue Trend Chart: 6-month historical data showing revenue patterns
Revenue by Consumer Category: Breakdown by Residential, Commercial, and Industrial customers
Monthly comparisons: Performance against historical trends
Interactive charts: Click-through capability to detailed reports

Service Request Management

Q: How do I monitor service request performance?

A: The monitor the service request performance go to the service order module , there you can see the detailed perfomance.

Q: How are service request priorities categorized?

A: Service requests are categorized by priority levels:

Urgent: Highest priority, typically resolved within hours
High: Important issues requiring prompt attention
Medium: Standard requests with normal processing time
Low: Non-critical requests that can be scheduled flexibly Each priority level has different target resolution times and color coding.

Complaint Management

Q: How does the complaint tracking system work? (discriptive)

A: The Complaints section tracks:

Active Complaints: All complaints with status ≠ 'Resolved'
Resolved Today: Complaints closed on the current date
Escalation Rate: Percentage of complaints that required escalation
Resolution Rate: Percentage of total complaints resolved
Top Categories: Complaint types with highest volume (Water Quality, Billing Issues, etc.)

Payment Performance & Collections

Q: What payment metrics are available on the dashboard?

A: The Payment Performance section includes:

Total Payments: Sum of all payments received in current month
Outstanding Amount: Total unpaid balances across all accounts
On-Time Payment Rate: Payments made by due date / total payments × 100
Digital Payment Adoption: Digital payments / total payments × 100
Aging Breakdown: Outstanding amounts categorized by age (Current, 30, 60, 90+ days)

Q: How is the Collection Rate calculated and what does it indicate?

A: Collection Rate = (Payments Received / Total Amount Due) × 100 for the period. This metric indicates:

Overall collection efficiency
Customer payment behavior trends
Potential cash flow issues
Effectiveness of collection strategies

Q: What does the Payment Aging Breakdown show?

A: The aging breakdown displays outstanding balances in four categories:

Current (0-30 days): Recent bills, typically 60% of total
30 Days (31-60 days): Slightly overdue, typically 25%
60 Days (61-90 days): Significantly overdue, typically 10%
90+ Days (>90 days): Seriously delinquent, typically 5% Color gradient from green (current) to red (90+ days) provides visual priority indication.

Digital Adoption & Self-Service

Q: How do I track digital adoption metrics?

A: Digital adoption is tracked through:

Mobile App Usage: Unique active users / total registered users × 100
Web Portal Usage: Unique portal sessions / total customers × 100

Q: Why is digital adoption important for utility operations?

A: Digital adoption provides benefits including:

Reduced call center load and operational costs
Improved customer convenience and satisfaction
Faster payment processing and collection
Better customer engagement and communication
Real-time self-service capabilities for customers

Disconnection Management

Q: How does the disconnection tracking system work?

A: The Disconnection section monitors:

Pending Disconnections: Requests with status 'Pending'
Completed Today: Disconnections executed on current date
Service Interruptions: Unplanned service disruptions
Average Process Time: Mean time from request to completion
Reason Categories: Non-Payment, Violation, Maintenance

Quick Actions & Workflow Management

Q: What Quick Actions are available from the dashboard?

A: The Quick Actions panel provides one-click access to:

New Service Request: Create service requests with priority assignment
Record Payment: Process payments with account reconciliation
Register Complaint: File complaints with automatic routing
New Connection: Initiate customer onboarding process
Rate Transfer: Process rate changes with approval workflow
Disconnection: Manage disconnection procedures with notifications