Managing Field Activities
Agents can now view detailed field activity information directly in the Customer Dashboard, eliminating the need to access their Customer Information System (CIS) to view this information. Agents can view detailed field activity information, such as:
- Field visits
- Meter readings
- Service call details
These activities are now presented as distinct, easily identifiable entries within the Activities History section for each customer or account. Selecting a field activity entry opens a drawer that contains comprehensive and clearly labeled information about the field activity, such as:
- Activity type
- Scheduled and completion times
- Status
- Technician details
- Comments
- Service address
- Parent activity
By providing key field activity information directly in the Customer Dashboard, agents can deliver faster, more knowledgeable service, and minimize the need to access multiple systems to answer questions. This feature drives higher productivity and helps agents provide a better customer experience.
Steps to enable and configure
You don't need to do anything to enable this feature.
Key resources
- For more information about the Field Activities feature, see "Viewing Customer Activity" in the Oracle Utilities Agent Experience User Guide.