Using Collections Insights

Collections insights identify accounts that have been included in the collections or severance process in your Oracle Utilities customer information system. By default, all collections insights are listed with a severity of critical.

For information about how accounts are included in the collections process in your customer information system, see "How Arrears History is Captured" in the Business User Guide associated with your Oracle Utilities system, which is available in the Energy and Water Help Center.

There are two types of collections insights:

• Account 360 collections insights: When you are on the Account 360 view, collections insights are summarized, and they identify:
  • The number of associated billing accounts that are in collections
  • The percentage of the total amount due that is in collections
• Billing account collections insights: When you are viewing an individual billing account, collections insights are more detailed, and they identify:
  • The dollar amount that is in collections
  • The type of debt
  • The next event in the collections process

You can complete these tasks to view information about a collections insight:

• Click the View account debt link on a collections insight to access the Debt Summary drawer. This drawer provides additional information about the debt.
• Click the View collections service requests link on an Account 360 collections insight to open the Service tab, which is automatically filtered to display only collections service requests. This link is not available on billing account collections insights.

View Collections Insights

To view collections insights:

1. Access Account 360 for your account.
2. Click the Overview tab.
3. Collapse and expand the severity categories as needed to view all of the insights for your account. By default, all collections insights are in the Critical category.
4. On a collection insight, click the View account debt link to open the Debt Summary drawer on the right side of the screen. For additional information about using the Debt Summary drawer, see Managing Account Debt. Click the X at the top right to close the drawer.
5. While in the Account 360 view, click the View collections service requests link to navigate to the Service tab. The system automatically filters the list of service requests to display only those that are used for the collections process. See Using the Service Tab for additional information.
6. Select the Overview tab for the appropriate account to return to your list of insights.