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:

1. Log into your Smart360 account
2. Navigate to the main navigation menu
3. Select "Command Center" from the dashboard options
4. The system will load the unified dashboard with real-time data refresh
5. 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 automaticallyhas refreshesrefresh data every 5 minutes during business hours. Critical metrics update in real-time when changes occur, such as when payments are processed or service requests are updated.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: What do the color indicators mean on the KPI cards? A: Color indicators provide quick visual status assessment:

• Green: Positive performance or improvement
• Red: Negative performance or decline requiring attention
• Yellow: Moderate performance or caution threshold
• Collection Rate specific: Green >80%, Yellow 60-80%, Red <60%

Q: How are month-over-month percentage changes calculated?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

Q: How can I analyze revenue by customer segments? A: Use the Revenue by Consumer Category chart which displays:

• Blue bars for Residential customers
• Green bars for Commercial customers
• Orange bars for Industrial customers
• Monthly data for the current 6-month period
• Hover tooltips showing exact values and percentages

Q: What does the Account Health Score represent? A: The Account Health Score (displayed as a percentage) is calculated based on:

• Payment history patterns
• Complaint frequency
• Service usage patterns
• Color coding: Green >85%, Yellow 70-85%, Red <70%

Service Request Management

Q: How do I monitor service request performance?

A: The Servicemonitor Requests section provides:

• Active Requests: Count of requests with status 'Open' or 'In Progress'
• Overdue Requests: Active requests where current date > due date
• Average Completion Time: Mean resolution time for completed requests
• First Resolution Rate: Percentage resolved on first attempt
• Category Breakdown: Service requests by type (Water Supply, Metering Issues, etc.)

Q: What triggers alerts for overduethe service requests?request A:performance Alertsgo areto automaticallythe triggeredservice whenorder overduemodule requests, exceedthere 10%you ofcan totalsee activethe requests.detailed The system monitors this threshold continuously and provides visual indicators when immediate attention is required.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.)

Q: What happens when complaint resolution rates fall below targets? A: The system triggers alerts when resolution rates drop below 75%. This includes:

• Visual indicators on the dashboard
• Automated notifications to CSO managers
• Escalation workflows for immediate attention
• Historical tracking for trend analysis

Q: How are complaints categorized by severity? A: Complaints are categorized with color coding:

• Critical (Red): Emergency issues requiring immediate response
• High (Orange): Important issues needing prompt attention
• Medium (Yellow): Standard complaints with normal processing
• Low (Green): Minor issues that can be addressed routinely

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
• Self-Service Transactions: Count of transactions completed without agent assistance
• Digital Payment Adoption: Percentage of payments made through digital channels

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' (24)
• Completed Today: Disconnections executed on current date (12)
• Service Interruptions: Unplanned service disruptions (8)
• Average Process Time: Mean time from request to completion (3.2 days)
• Reason Categories: Non-Payment, Violation, Maintenance

Q: What compliance requirements are monitored for disconnections? A: The system ensures regulatory compliance by:

• Tracking notification timeframes for customer communication
• Monitoring proper documentation and approval workflows
• Ensuring compliance with regulatory disconnection procedures
• Maintaining audit trails for all disconnection activities
• Alerting when compliance timeframes are at risk

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

Q: Do Quick Actions require special permissions? A: Yes, Quick Actions require appropriate role-based permissions and include validation requirements:

• Customer account validation for service requests
• Payment method verification for payment recording
• Address verification for new customer additions
• Technical requirements validation for connections
• Approval workflows for rate transfers based on account value thresholds

Water Usage & Operational Analytics

Q: How do I analyze water usage patterns? A: The Water Usage section provides:

• Usage by Segment: Monthly consumption by Residential, Commercial, and Industrial customers
• Peak Usage Times: Hourly consumption patterns from 6 AM to 9 PM
• Seasonal Analysis: Historical comparisons considering seasonal variations
• Interactive Charts: Click-through to detailed consumption reports

Q: What does Peak Usage analysis help with? A: Peak Usage analysis supports:

• Resource Planning: Optimal staffing and equipment allocation
• Demand Forecasting: Predicting future capacity requirements
• Infrastructure Planning: Identifying system upgrade needs
• Cost Management: Understanding usage patterns for rate optimization
• Emergency Preparedness: Planning for high-demand scenarios

Troubleshooting & Technical Issues

Q: What should I do if dashboard data appears outdated? A: If data seems outdated:

1. Check the last update timestamp in the welcome message
2. Refresh your browser page to force a data update
3. Verify your internet connection stability
4. Clear browser cache if the issue persists
5. Contact IT support if data hasn't updated for more than 15 minutes during business hours

Q: Why might some metrics show as "N/A" or appear blank? A: Metrics may show as "N/A" due to:

• Insufficient data for the calculation period
• System integration issues with source data
• Permission restrictions for certain data access
• Scheduled maintenance on backend systems
• Data validation processes still in progress

Q: How do I export dashboard data for reports? A: Dashboard data can be exported through:

• Click on individual chart elements for detailed drill-down reports
• Use browser print functionality for visual dashboard snapshots
• Access detailed reports through chart click-through functionality
• Contact your system administrator for custom report generation
• Utilize API endpoints if configured for your organization

Mobile Access & Responsiveness

Q: Can I access the CSO Dashboard on mobile devices? A: Yes, the dashboard is fully responsive and optimized for mobile access:

• All dashboard sections adapt to mobile screen sizes
• Touch-friendly interface for tablet and smartphone use
• Optimized load times for mobile networks
• Full functionality available on mobile devices
• Location-based usage tracking for field management

Q: Are there any limitations when using the dashboard on mobile? A: Mobile access provides full functionality with some considerations:

• Complex charts may require horizontal scrolling on smaller screens
• Quick Actions remain fully functional with touch optimization
• Data refresh rates remain the same as desktop (5 minutes)
• Export functionality may require desktop browser for optimal experience

Integration & Data Sources

Q: What systems does the CSO Dashboard integrate with? A: The dashboard integrates with:

• Customer service ticketing systems for complaint management
• Field operations scheduling for service requests
• Payment processing systems for real-time financial data
• Meter reading systems for usage analytics
• Customer relationship management (CRM) systems
• Billing and accounting systems for revenue tracking

Q: How accurate is the dashboard data? A: Dashboard data maintains 99.5% accuracy through:

• Automated real-time data integration
• Validation processes for data quality
• Cross-system data reconciliation
• Regular data integrity checks
• Audit trails for all data modifications

Q: What happens during system maintenance? A: During scheduled maintenance:

• Users receive advance notification of maintenance windows
• Dashboard may show cached data with appropriate timestamps
• Critical alerts continue to function during brief maintenance periods
• System automatically resumes real-time updates post-maintenance
• Any data gaps are backfilled once systems are restored