End-User Views

The end-user views follow:

• Billing Portal view (call center agent). The Billing Portal view summarizes the billing information that a call center agent most likely needs to review while talking to a customer. It also makes it easy for call center agents to handle the most common transactions associated with invoices.

  The Billing Portal view serves as a starting point for most customer inquiries. Among other tasks, the Billing Portal views allow call center agents to complete the following tasks:

  • Review the account status, such as the balance, delinquency information, and pending financial transactions (credit and debit) that have not yet been applied to the balance.

  • View the most recent invoices of a customer and access detailed information about an invoice.

  • View the history of payments and adjustments.

    This history is useful if customers claim that they have already made a payment and that the balance is not correct.

  • Access the usage history of different services that the customer has so that unexpected hikes can be explained to the customer.

  • Begin transactions, such as recording payments or adjusting balances.

  The following describes the information available in the Billing Portal view.

  Views	Description
  Account	Displays account information that corresponds to the Accounts screen, More Info view. End users can edit this information.
  Account Balance	Displays balance information for the account. Retrieves this information from an external billing application. Information is read-only. Pay button. Navigates to the Invoices screen, Payments view, in which a payment has been created to settle the entire account balance. Refresh button. Updates the information with the most current data.
  Invoice History	Displays information from the Invoices screen. Information is read-only. Invoice # hyperlink. Navigates to the Invoices screen, Line Items view.
  Payment History	Displays the payment history for the account. Information is read-only. Payment # hyperlink. Navigates to the Invoices screen, Payments More Info view, Invoices subview, in which they record payments.
  Adjustment History	Displays a subset of the information from the Invoices screen, Adjustment Requests view. Information is read-only. Request # hyperlink. Navigates to the Adjustment Requests view, Line Items subview.
  Additional Info	Billing Profile hyperlink. Navigates to the Accounts screen, Profiles view, Billing Profile form. Usage Detail hyperlink. Navigates to the Accounts More Info form, Usage Detail view. Unbilled Charges hyperlink. Navigates to the Account More Info form, Unbilled Charges view.

• Invoices views (call center agent). The Invoices views allow call center agents to view all bill details. These views are generally accessed to reply to customer complaints regarding a specific charge on the bill. The Invoices views also allow call center agents to start transactions, such as adjusting an invoice, recording a payment against the invoice, requesting a bill duplicate.