Smart360 Utility Admin Dashboard - FAQs

Dashboard Overview & Navigation

Q1: What is the Utility Admin Dashboard and how do I access it? 

A: The Utility Admin Dashboard is a centralized interface designed to manage utility configurations across all Smart360 modules. To access it, log in to Smart360 and navigate to Utility Setup from the main menu.Clicking on a Configured Utility card opens a detailed dashboard specific to that utility, offering a comprehensive view of its setup progress, configuration status, and key operational metrics.

Q2: What does the overall Utility Setup Progress percentage represent?

 A: The overall Utility Setup Progress shows the completion status of your entire utility configuration. For example, if it shows 60%, this means that 60% of all required configuration sections have been completed. This includes Core System Settings, Staff & Access Control, Pricing & Billing, Service Areas, Calendar & Scheduling, and ID & Reference Numbers.

Q3: How do I navigate between different configuration sections? 

A: Each configuration section displays as a card with its completion percentage and a "Configure Section" button at the bottom of the page. Click this button to navigate directly to that specific configuration area. The system maintains breadcrumb navigation so you can easily return to the dashboard and track your progress. Configuration sections can also be accessed throught the side navigation while inside the configured utility.

Q4:Q3: What are the main modulesoperational areas displayed on the dashboard?Utility Admin Dashboard?

 A: The dashboard integratesdisplays fourseveral key modules:operational areas with real-time metrics and management tools:

• CXFinancial (Management: Monthly Revenue , Revenue Collection efficiency , and Outstanding Payments tracking
• Billing Operations: Billing Cycle Progress , Generated/Delivered/Paid bill counts, and billing issue alerts
• Customer Experience)Service: Service requests,Requests, Complaints , and customer complaints,service and supportperformance metrics
• BXField (Billing Experience)Operations: RevenueWork collection,Orders billing, cycles,Technician Utilization, and paymentrecent processingwork order status
• MX (Meter Experience)Management: Meter readings, alerts, and data management with issue tracking
• WXConfiguration (Work Order Experience)Sections: FieldCore operations,System workSettings order, tracking,Staff & Access Control , Calendar & Scheduling , Service Areas , Pricing & Billing , and completionID status& Reference Numbers

Configuration Management

Q5:Q4: Which configuration sections typically need attention first? 

A: Based on common implementation patterns, the configuration should be prioritized in the step by step order:

1. Core System Settings – Establishes the foundational setup required for all other configurations.
   
2. User Access and Management – Ensures the right users have appropriate roles and permissions from the start.
   
3. Calendar and Scheduling – Defines working days, holidays, and staff availability essential for task planning.
   
4. Service Areas – Sets up the geographic zones where services will be delivered.
   
5. Tariffs and Plans – Configures pricing structures and billing logic, critical for financial operations.
   
6. IDs and References – Standardizes unique identifiers to maintain data consistency across the system.

Q6: How do I complete the Pricing & Billing configuration? 

A: To configure Pricing & Billing:

1. Click "Configure Section" on the Pricing & Billing card
2. Set up rate plans for different customer categories
3. Configure payment structure and billing cycles
4. Define late fee policies and payment terms
5. Set up tax rates and regulatory charges
6. Save changes and return to the dashboard
7. Verify the updated completion percentage

Q7:Q5: What does Service Areas configuration involve? 

A: Service Areas configuration includes:

• Mapping geographic regions for service coverage
• Defining service boundaries and jurisdictions
• Setting up zone-based pricing if applicable
• Configuring service area-specific regulations
• Establishing coverage maps for different utility types (water, electricity, gas)

Q8:Q6: How do I set up Calendar & Scheduling configuration? 

A: Calendar & Scheduling setup involves:

• Set up holidays and non-working days
• Configure working hours for each day
• Import standard holidays for your region
• Manage overtime and special schedules

Operational Metrics & KPIs

Q9:Q7: How is Monthly Revenue Growth calculated?

 A: Monthly Revenue Growth uses the formula: (Current Month Revenue - Previous Month Revenue) ÷ Previous Month Revenue × 100. For example, if last month's revenue was $100,000 and this month is $110,000, the growth rate is 10%.

Q10:Q8: What does Collection Efficiency measure? 

A: Collection Efficiency = (Total Amount Collected ÷ Total Billable Amount) × 100. This KPI shows what percentage of your billed amounts you're successfully collecting. A healthy utility typically maintains 95%+ collection efficiency.

Q11:Q9: How do I interpret the outstanding payment percentages in revenue collection?

 A: Aging buckets show how long outstanding amounts have been unpaid:

• 0-30 days: Recent bills, typically 60-70% of outstanding
• 30-60 days: Moderately overdue, should be 20-25%
• 60-90 days: Seriously overdue, target under 10%
• 90+ days: Critical collection issues, should be under 5% The percentage is calculated as: (Amount in Specific Bucket ÷ Total Outstanding) × 100

Q12:Q10: What does Billing Cycle Progress show? 

A: Billing Cycle Progress = (Completed Billing Tasks ÷ Total Billing Tasks) × 100. This tracks your current billing cycle completion, including bill generation, delivery, and payment processing. For example, with 52,430 total bills generated, 49,856 delivered, and 36,701 paid, you can track progress through each stage.

Service Requests & Customer Service

Q13:Q12: How is Service Request Volume Growth calculated? 

A: Request Volume Growth = (Current Open Requests - Previous Open Requests) ÷ Previous Open Requests × 100.100 - that month. This helps you understand if service requests are increasing or decreasing over time, indicating service quality trends.

Q14:Q13: What does Complaint Resolution Rate measure?

 A: Complaint Resolution Rate = (Resolved Complaints ÷ Total Complaints) × 100. This KPI shows how effectively you're addressing customer issues. Aim for 90%+ resolution rate within your target timeframe.

Work Order Management

Q16:Q14: How is Work Order Completion Rate calculated? 

A: Work Order Completion Rate = (Completed Work Orders ÷ Total Work Orders) × 100. This measures your field operations efficiency. The dashboard shows the count for completed, in progress, and overdue work orders for easy monitoring.

Q17:Q15: What information is shown for recent work orders? 

A: The dashboard displays the 5 most recent work orders with:

• Work order name/description
• Assigned technician or team
• Current status (Completed, In Progress, Overdue)
• Priority level
• Estimated completion time

Q18:Q16: How do I handle overdue work orders? 

A: Overdue work orders are highlighted on the dashboard.dashboard -
To addresstake them:

1. Clickaction, click on "Manage Work Orders"—this will redirect you to the Dispatcher section of the Service Order module, where all service orders, including overdue workones, orderare listed. Use the filter option to view details
2. Checkoverdue resourceservice availabilityorders specifically, and reassign if necessary
3. Update priority levels if circumstances have changed
4. Communicateproceed with fieldthe teamsnecessary about urgencyactions.
5. Consider escalating to management for critical delays

Meter Management & Readings

Q19:Q17: What does Reading Cycle Completion measure? 

A: Reading Cycle Completion = (Completed Readings ÷ Total Scheduled Readings) × 100. This tracks how effectively you're collecting meter readings according to your scheduled cycles. Incomplete readings can impact billing accuracy.

Q20:Q18: How is Meter Alert Rate calculated?

 A: Alert Rate = (Total Meter Alerts ÷ Total Meters) × 100. This shows the percentage of your meter population generating alerts, helping you identify systematic issues or maintenance needs.

Q21:Q19: What types of meter error messages are displayed? 

A: The dashboard shows recent meter-related error messages including:

• Communication failures with smart meters
• Reading validation errors
• Tamper detection alerts
• Meter malfunction notifications
• Data transmission issues

Troubleshooting & Issue Resolution

Q22: How do I trace operational issues back to configuration problems? 

A: The dashboard provides cross-module correlation to help you:

1. Identify the operational issue (billing error, service disruption, etc.)
2. Use the correlation engine to see related configuration settings
3. Navigate directly to the relevant configuration section
4. Review recent changes that might have caused the issue
5. Make targeted adjustments to resolve the problem

Q23: Why might my configuration completion percentage not be updating?

 A: Configuration completion may not update if:

• Changes weren't properly saved in the configuration section
• Required fields are still incomplete
• Validation errors prevented the save operation
• There are dependencies on other configuration sections
• System caching delays (wait a few minutes and refresh)

Q24:Q20: What should I do if I see conflicting information across modules?

 A: If you notice inconsistencies:

1. Check the timestamp of when each module was last updated
2. Review recent configuration changes that might affect multiple modules
3. Use the cross-module navigation to compare related settings
4. Ensure all configuration sections are properly completed
5. Contact support if data synchronization issues persist

Best Practices & Optimization

Q25: What's the recommended sequence for completing utility configuration? 

A: Follow this optimal configuration sequence:

1. Core System Settings - Establish foundation parameters
2. Staff & Access Control - Set up user roles and permissions
3. Service Areas - Define geographic coverage
4. Pricing & Billing - Configure rates and billing processes
5. Calendar & Scheduling - Set operational schedules
6. ID & Reference Numbers - Establish data consistency This sequence ensures dependencies are met and reduces configuration conflicts.

Q26: How often should I review the dashboard metrics?

 A: Regular review schedule recommendations:

• Daily: Service requests, work orders, high priority alerts
• Weekly: Billing cycle progress, collection efficiency, meter alerts
• Monthly: Revenue growth, complaint resolution rates, overall KPI trends
• Quarterly: Complete configuration review and optimization

Q27:Q21: How can I improve my collection efficiency metrics?

 A: To improve collection efficiency:

1. Review aging bucket distributions and focus on 60+ day accounts
2. Optimize billing cycle timing and delivery methods
3. Configure automated payment reminders and late fee structures
4. Analyze payment patterns to identify high-risk customer segments
5. Ensure pricing and billing configurations are accurately reflecting services

Data Management & Reporting

Q28: Are configuration changes tracked and logged? 

A: Yes, Smart360 logs all configuration changes with:

• Timestamp of the change
• Administrator identification
• Previous and new values
• Validation results
• Impact on related systems This audit trail helps with troubleshooting and compliance requirements.

Q29: Can I export dashboard data for external reporting?

 A: While specific export capabilities aren't detailed in the current documentation, most enterprise dashboards provide export options. Check with your system administrator about available export formats for metrics, configuration status, and operational data.

Q30:Q22: How do I ensure my configurations support optimal operational performance?

 A: To optimize performance through configuration:

1. Complete all configuration sections to 100% before going live
2. Regularly review KPI trends to identify configuration-related issues
3. Use the correlation engine to understand relationships between settings and performance
4. Follow best practice recommendations provided in each configuration section
5. Monitor the configuration health score and address identified issues promptly
6. Keep configurations updated as business requirements evolve