Supervisors and managers must monitor the customer service and operations departments to meet reliability goals and customer expectations. With DataVoice Manager Communication Tools, personnel can leverage mobile technology to facilitate accurate, on-the-spot decision making and ultimately stay on top of operational objectives.
Device outage notifications: Managers require up-to-the-minute status updates so they can react quickly to major events. This module is designed to keep managers better informed when high profile devices experience a power outage. It sends text messages and emails to one or multiple individuals when various devices in the connectivity model have been affected by a power outage, or have been restored following an outage. Managers are provided information such as the type and location of device, cause, estimated restore time via the operational dashboard.
Creating groups: The system allows the administrator to create groups for notifications. These groups can be created to represent similar device types or locations. Setting up groups allows the user to easily change the employees to notify without having to change each individual device separately. Users can add one employee or many employees to each group notification.
Adding and managing devices: The utility can then begin adding devices to each notification groups. Users simply enter the unique code for each device and associate it with a group. When a device outage is created in the OMS, the system checks to see if that device or any other associated device down line should trigger a notification to a utility employee. If so, each employee in the affected device group is notified by text or email based on the employee’s current contact information.
Reports: Reports are also available that allow the administrator to see email and text messages currently in the queue, as well as a history of messages sent to employees.
Key Account Notifications
The key account notification module is designed to alert utility representatives in charge of those key accounts when outages have been entered in the OMS system or when a key account is part of a known device outage.
Setting up key accounts: One or more utility representatives may be assigned to a single key account. These individuals must be in the employee table and have correct contact information.
Managing key account entry: A utility representative will be responsible for entering each key account into the OMS system. The utility will be provided a screen that will allow users to enter new key accounts or view a list of all key accounts and will have an alias used to further define or identify the key account for the key account manager.
This module is designed to alert utility representatives via email or text message when critical thresholds are exceeded in the OMS. Managers can configure thresholds for total number of customers affected and more.
Manager Smartphone Application
With the manager smartphone application, utility leaders can stay informed, even when away from the office. Users can view current outage statuses and track crews using any mobile device. The application provides data on the total number of affected customers via an interactive Google map, meaning managers can zoom into outages and access street view to scope out on-the-ground conditions. When paired with an AVL solution, the manager application can also display crew locations and key service vehicle metrics such as rate of speed and idle time. This combination also allows supervisors to view outages by substation, feeder, district or county.
We provide widget portals that allow utilities to customize their dashboards. Users can drag and drop these multi-functional interface components and change their appearance to match company branding. Additionally, high-level users have the ability to configure custom widgets to fit their needs.
Dashboards and widget portals improve the information provided to managers and give them the tools they need to make better business decisions. Available widgets include:
- Outage maps
- Open tickets
- Total value of check transactions this month
- Total value of credit card transactions this month
- Outages by county
- Customers out counter
- Device outage overview
- Current outages gauge
- Current inbound and outbound IVR usage
- Outages by Substation
There are departmental dashboards for account services, operations and system utilization. These dashboards keep managers informed during day-to-day operations, displaying system utilization and the number and types of transactions handled by the various internal platforms. Overall, the dataVoice dashboards can cut costs and support utilities in major storms, giving managers or public relations personnel necessary information and allowing operations staff to quickly determine when additional resources may be required.
Operations Dashboard: The operations dashboard contains an interactive map that displays outage locations, dispatched crews and predictions. Managers can monitor crew response times and see when they arrive at outage locations. They can also view all priority and key accounts to determine when they need to make contact with special accounts.
Account Services Dashboard: The account services dashboard displays charts that convey a number of key metrics, including recent IVR traffic, main menu selections and system usage readings for previous weeks, months and years.
System Utilization Dashboard: The system utilization dashboard allows utilities to access a brief overview of how systems are being used by managers and customers. It provides a number of key system measures, including IVR call rates and reported outage numbers.