Outage Management in Customer Dashboard

You can now view outage data from the Customer Dashboard, making it easy to stay informed about issues that are impacting your customers without having to navigate between systems. When you access the Outage details drawer, you see an aggregated view of all the customer's billing accounts and premises that are impacted by an active, scheduled, or recently restored outage.

The outage data the system displays comes from your customer information system, which can be configured to integrate with Oracle Utilities Network Management System. You can also enable agents to report outages from the Outage details drawer. This feature provides agents with the tools they need to manage outages confidently, communicate with customers clearly, and build strong, more trusted relationships with customers.

This feature helps your utility reduce call handling time and improve first-call resolution by giving agents instant access to outage information for the billing account they’re viewing. Easy access to outage data can drive operational efficiency, eliminate guesswork, and strengthen customer satisfaction by helping agents address concerns quickly and accurately.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

Use of this feature requires that outage data is available in your customer information system (CIS). Configuration and setup of integrations between your CIS and network management system is handled outside of the Customer Experience for Utilities Agent Service system. Once outage data is available in your CIS, no additional setup is required in CX for Utilities Agent Service.

For additional information about outage events, see "Outage Care Integration" in the Customer to Meter Administrative User Guide and "Outage Event" in the Customer to Meter Business User Guide.

Additionally, if you want to enable agents to report outages from the Outage details drawer, you must specify the URL in your CIS that the agent will be routed to in order to report the outage. You set this up using the ORA_UER_LINK_TO_REPORT_OUTAGE_CIS_URL profile option. For additional information on setting profile options, see "Setting Profile Options" in the Implementing Customer Experience for Utilities Guide.

Key Resources

• For more information about the Outage Management feature, see "Using the Customer Dashboard" in the Oracle Utilities Agent Experience User Guide.