Smart360 CSO Dashboard - FAQ's
Getting Started & Access
Q: How do I access the Command CenterCso Dashboard in Smart360?
A: To access the Command Center Dashboard:
- Log into your Smart360 account
- Navigate to the consumer services main navigation menu
Select "Command Center" from the dashboard options- The system will load the unified dashboard with real-time data refresh
You'llsee a welcome message with the last update timestamp
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/cx/dashboard
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.
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/cx/dashboard
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.
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/cx/dashboard
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
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/cx/dashboard
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.
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/cx/dashboard
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.)
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/cx/dashboard
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)
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/cx/dashboard
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
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/cx/dashboard
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
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/cx/dashboard