Customer Analytics

This section describes the metrics available in Customer Analytics of Oracle Utilities Analytics Warehouse. The metrics analyze customer specific information.

Oracle Utilities Analytics Warehouse Dashboards for Oracle Utilities Customer Care and Billing provides the Customer analytics content in the following dashboards:

• Overview

• Customers

• Cases

• Customer Contacts

Overview

The Overview dashboard provides a high-level overview of customer information for the current month, such as customer loss and gain, customer contacts, and customer case information.

To access this dashboard:

1. Go to the Home page.

2. Select Dashboards > Customer Analytics > Overview.

The dashboard provides the following analyses. The data for current calendar year and month is displayed by default. You may modify the criteria per requirement.

• Customer Growth

• Customer Contact Volume

• Cases

• Average Case Duration

Customer Growth

Property	Details
Description	This analysis provides insight into the net customer growth (customer gain/loss) for the current month and previous two months.
Purpose	Business users can analyze and interpret customer gains and losses for the selected period.
Representation	The bar graph shows the net customer gain/loss for the current month and previous two months. Hover over the bars for specific details.
Drill Down	The graph drills down to the Customers dashboard to display a detailed analysis about customers for the selected period.
Source Object	Service Agreement Fact
OAS Subject Area	CCB - Service Agreement
Metrics	Net Gain/Loss of Last 3 Months

Customer Contact Volume

Property	Details
Description	This analysis summarizes the total number of customer contacts created in the current month and previous two months.
Purpose	This analysis compares the customer contact volume of the current month against the previous two months. Business users can analyze the trend in creating new customers.
Representation	The bar graph shows the number of customer contacts created in the current month and previous two months. Hover over the bars for specific details.
Drill Down	The graph drills down to the Customer Contacts dashboard for detailed information about customer contacts.
Source Object	Customer Contact Fact
OAS Subject Area	CCB - Customer Contact
Metrics	Count of Customer Contacts

Cases

Property	Details
Description	This analysis shows the total number of customer cases against each case type for the current month and previous three months. It also shows the average case count for the previous three months. Cases % = 100 * ((Number of cases for selected month)/Average of last three months)
Purpose	Business users can analyze customer case information, such as the rate at which cases get opened and closed, case resolution, and case duration statistics.
Representation	The table shows the customer case count in the current month and last three months, the average of the last three months, a calculated result, against each case type.
Drill Down	The Case Type column link drills down to the Cases dashboard for more detailed information about customer cases.
Source Object	Case Fact
OAS Subject Area	CCB - Case
Metrics	Case Count

Average Case Duration

Property	Details
Description	This analysis provides a summary of the case duration against each case type for the selected month and previous three months. It also shows the average case duration for the last three months. The case duration percentage is calculated as the case duration for the current month divided by the average of the last three months.
Purpose	This analysis provides a clear picture of how quickly the customer cases were handled over the past few months. Business users can interpret the metrics for cases based on final outcomes.
Representation	The table shows the case duration against each case type for the current month and last three months, the average for the last three months, and a calculated result.
Drill Down	The Case Type table link drills down to the Status and Duration dashboard page for detailed information about customer cases.
Source Object	Case Fact
OAS Subject Area	CCB - Case
Metrics	Average Case Duration

Customers

The Customeraaas dashboard provides insight into customer information, such as customer gains and/or losses.

To access this dashboard:

1. Go to the Home page.

2. Select Dashboards > Customer Analytics > Customers.

The dashboard provides the following dashboard pages. The data for current calendar year and month is displayed by default. You may modify the criteria per requirement.

• Customers Map

• Trend

• Details

Customers Map

The Customers Map dashboard page identifies the areas with highest number of customers gained or lost.

Customer Net Gain/Loss

Property	Details
Description	This analysis provides a spatial representation of the number of customers gained or lost in a specific region for the selected month.
Purpose	Business users can identify and analyze the areas with maximum, minimum, and average customer gain/loss.
Representation	The color-coded region on the map shows the net customer gain/loss in that area, along with its postal code. The postal code link broadcasts the postal code value to the Customer Gain/Loss Distribution and Customer Net Gain/Loss by Month analyses on the same dashboard page.
Drill Down	No drill down
Source Object	Service Agreement Fact
OAS Subject Area	CCB - Service Agreement
Metrics	Net Gain/Loss

Customer Gain/Loss Distribution

Property	Details
Description	This analysis provides insight into the distribution of customers in a geographical area (postal code) across various customer classes and service types, in the selected month. The data is based on the postal code selected on the Customer Net Gain/Loss map.
Purpose	Business users can analyze the distribution of customer gains/losses in a geographical area for the selected period.
Representation	The View By drop down slices the data by customer class or service type. The Postal Code drop down slices the data for the area with the respective postal code. The table displays the customer gain, loss, and net gain/loss against the selected customer segment for the selected postal code and in the selected period.
Drill Down	The Gain column link drills down to the Trend dashboard page to show the trend for gain in customers for the selected period and in the selected area. The Loss column link drills down to the Trend dashboard page to show the trend for loss of customers in the selected period and in the selected area. The Net Gain/Loss column link drills down to the Trend dashboard page to show the trend for net customer gain/loss for the selected period and in the selected area.
Source Object	Service Agreement Fact
OAS Subject Area	CCB - Service Agreement
Metrics	Gain, Loss, Net Gain/Loss

Customer Net Gain/Loss by Month

Property	Details
Description	This analysis displays a 15-month trend for the number of customers gained and lost and the net customer gain/loss in a geographical area. The data is based on the postal code selected on the Customer Net Gain/Loss map.
Purpose	Business users can identify the geographical areas with minimum and maximum customer loss/gain.
Representation	The Postal Code drop down slices the data for the area with the respective postal code. The bar graph shows the net customer gain or loss for the respective months in the selected geographical area. Hover over the bars for specific details.
Drill Down	The graph drills down to the Trend dashboard page to display trend-specific details for the selected month.
Source Object	Service Agreement Fact
OAS Subject Area	CCB - Service Agreement
Metrics	Gain, Loss, Net Gain/Loss

Trend

The Trend dashboard page provides a snapshot of the trend for net customer gain and loss.

Customer Net Gain/Loss Trend

Property	Details
Description	This analysis displays a 15-month trend for the customers gained and lost across various customer segments.
Purpose	Business users can identify the trend for customer gain or loss and take necessary measures to prevent from customer loss, if any.
Representation	The View By drop down slices the data by customer class or service type. The graph shows the customer gain/loss against the selected segment for previous 15 months, one month at a time. Hover over the graph bars to view the actual details. Use the slider to view the data for a specific month.
Drill Down	The graph drills down to the Details dashboard page for account specific details.
Source Object	Service Agreement Fact
OAS Subject Area	CCB - Service Agreement
Metrics	Gain, Loss, Net Gain/Loss

Details

The Details dashboard page provides detailed information about the service agreements started and ended at account level.

Customer Details

Property	Details
Description	This analysis shows the account level details of the top 100 customers (in each customer class) with service agreements that started and/or ended on the selected month.
Purpose	The accounts at the top of the list are the ones with highest number of service agreements that started in the selected month. Business users can login to the source application and analyze the data further.
Representation	The table displays the customer class and the start/end of the service agreements for each customer account.
Drill Back	The Account table link drills back to the Account Maintenance page in the Oracle Utilities Customer Care and Billing system.
Source Object	Service Agreement Fact
OAS Subject Area	CCB - Service Agreement
Metrics	Counts of SA Started and SA Ended

Cases

The Cases dashboard provides customer case information, such as the rate at which cases get opened and closed, case resolution, and case duration statistics.

To access this dashboard:

1. Go to the Home page.

2. Select Dashboards > Customer Analytics > Cases.

The dashboard provides the following dashboard pages. The data for current calendar year and month is displayed by default. You may modify the criteria per requirement.

• Case Map

• Status and Duration

• Details

Case Map

The Case Map dashboard page identifies the areas with highest number of open cases.

Cases

Property	Details
Description	This analysis provides a spatial representation of the number of customer cases opened in a specific region in the selected month.
Purpose	Business users can identify and analyze the areas where maximum customer cases are opened in the selected month.
Representation	The color-coded region on the map shows the number of customer cases in that area, along with its postal code. The postal code link broadcasts the postal code value to the Cases Distribution and Cases by Month analyses on the same dashboard page.
Drill Down	No drill down
Source Object	Case Fact
OAS Subject Area	CCB - Case
Metrics	Case Count

Cases Distribution

Property	Details
Description	This analysis provides insight into the distribution of customer cases in a geographical area (postal code) across various case types and customer classes, for the selected month. The data is based on the postal code selected on the Cases map.
Purpose	Business users can analyze the distribution of cases opened in an area under a specific case type, in the selected month.
Representation	The View By drop down slices the data by customer class or case type. The Postal Code drop down slices the data for the area with the respective postal code. The pie chart shows the distribution of customer cases categorized under each customer segment for the selected postal code and in the selected period.
Drill Down	The pie chart drills down to the Details dashboard page to display account specific information for the selected customer segment.
Source Object	Case Fact
OAS Subject Area	CCB - Case
Metrics	Case Count

Cases by Month

Property	Details
Description	This analysis shows a 15-month trend on how customer cases are opened or closed on a monthly basis, in the selected geographical area. The data is based on the postal code selected on the Cases map.
Purpose	Business users can analyze the rate at which customer cases are opened or closed in a particular geographical area.
Representation	The Postal Code drop down slices the data for the area with the respective postal code. The bar graph shows the count of open or closed cases per month, for rolling 15 months, in the selected postal code. Hover over the lines for specific details.
Drill Down	The graph drills down to the Details dashboard page to display account specific information.
Source Object	Case Fact
OAS Subject Area	CCB - Case
Metrics	Opened Case Count, Closed Case Count

Status and Duration

The Status and Duration dashboard page presents the metrics for cases based on the final outcome and the durations.

Case Final Outcomes

Property	Details
Description	This analysis displays the total count of cases against each final outcome (resolved, rejected, literature sent, cancelled, etc), per month, for the previous 15 months.
Purpose	The business users can analyze the case count, final outcomes, and case types for the selected period.
Representation	The bar graph shows the number of customer cases against each final outcome (resolved, rejected, literature sent, cancelled, etc) for the previous 15 months. Hover over the bars for specific details. The table shows the number of cases per each final outcome against each case type. The data is displayed for the current month and previous 14 months.
Drill Down	The Cases column link drills down to the Details page to display account specific details.
Source Object	Case Fact
OAS Subject Area	CCB - Case
Metrics	Case Count

Case Duration Statistics

Property	Details
Description	This analysis shows the monthly trend in maximum, minimum, and average duration for the customer cases created in the previous 15 months.
Purpose	The business users can identify any patterns, over time, in the duration taken for closure of customer cases.
Representation	The graph shows the maximum, minimum, and average case duration as a monthly trend, for the 15 previous months. Hover over the lines for specific details. The table shows the maximum, minimum, and average case duration values for each month.
Drill Down	No drill down
Source Object	Case Fact
OAS Subject Area	CCB - Case
Metrics	Maximum Duration, Average Duration, Minimum Duration

Case Duration Distribution

Property	Details
Description	This analysis shows the distribution of average case duration as a 15-month trend broken down into various customer segments (case type, customer class, or jurisdiction).
Purpose	Business users can analyze the distribution metrics for the respective case durations.
Representation	The View By drop down slices the data by case type, customer class, or jurisdiction. The bar graph shows the average case duration (in days) for the respective groups in the selected customer segment. Hover over the graph bars for specific details. Use the slider to view the data for a specific month.
Drill Down	No drill down
Source Object	Case Fact
OAS Subject Area	CCB - Case
Metrics	Average Case Duration

Details

The Details dashboard page provides detailed information about the customer cases at account level.

Case Detail

Property	Details
Description	This analysis shows the account level details of the top 100 customers (in each customer class) with the highest number of cases opened and closed. The data is shown for the selected month.
Purpose	The accounts at the top of the list are the ones with highest number of cases opened or closed. Business users can login to the source application and analyze the data further.
Representation	The table displays the customer class and the count of open/closed cases, for each customer account.
Drill Back	The Account column link drills back to the Account Maintenance page in the Oracle Utilities Customer Care and Billing system.
Source Object	Case Fact
OAS Subject Area	CCB - Case
Metrics	Cases Opened, Cases Closed

Customer Contacts

The Customer Contacts dashboard provides a detailed insight into customer contact information.

To access this dashboard:

1. Go to the Home page.

2. Select Dashboards > Customer Analytics > Customer Contacts.

The dashboard provides the following dashboard pages. The data for current calendar year and month is displayed by default. You may modify the criteria per requirement.

• Distribution

• Trend

• Details

Distribution

The Distribution dashboard page provides a snapshot of the distribution of customer contact volumes.

Contacts by Class

Property	Details
Description	This analysis displays the contact volume (in the selected month) by contact class and contact type.
Purpose	Business users can analyze the data and accordingly plan resources to attend to all customer requests/contacts.
Representation	The pie chart shows the percentage of customer contacts for each contact class in the selected month. The table shows the total contact count and its percentage against various contact types in each contact class. The data is shown for the month.
Drill Down	The Contacts column link drills down to the Trend or Details dashboard pages. These dashboard pages provide detailed information about the customer contact trend and also account level details of each contact.
Source Object	Customer Contact Fact
OAS Subject Area	CCB - Customer Contact
Metrics	Customer Contacts, Number of Contacts, % of Total

Top 5 Contact Types by Volume

Property	Details
Description	This analysis displays the top five contact types with the highest number of customer contacts created in the selected period.
Purpose	These statistics help the business users to monitor resource allocation to handle the customer contacts for the specific period.
Representation	The table shows the number of customer contacts created against each contact type in the selected month. The contact types are ranked per the highest customer contacts in each contact type.
Drill Down	Click the Contacts column link to navigate to the Details dashboard page for specific account level details of the selected record.
Source Object	Customer Contact Fact
OAS Subject Area	CCB - Customer Contact
Metrics	Contacts

Top 10 Customers by Volume

Property	Details
Description	This analysis displays the top ten customers that have been contacted the most in the selected month.
Purpose	These statistics help the business users to identify the customers with more interactions.
Representation	The table shows the names of customers and the number of contacts made to each customer in the selected period. The customers are ranked based on the highest contacts made.
Drill Down	The Contacts column link drills down to the Details dashboard page to show specific account level information about the selected record.
Source Object	Customer Contact Fact
OAS Subject Area	CCB - Customer Contact
Metrics	Contacts

Trend

The Trend dashboard page summarizes the customer contact volume in the selected time period.

Contacts by Day of Week

Property	Details
Description	This analysis shows the total number of customer contacts made on each day of the week for the selected month.
Purpose	Business users can analyze the resource allocation for customers. More resources will be allocated on the days when there are more contacts from customers.
Representation	The graph shows the number of customer contacts made on each day of the week. Hover over the bars for specific values.
Drill Down	No drill down
Source Object	Customer Contact Fact
OAS Subject Area	CCB - Customer Contact
Metrics	Number of Contacts

Contacts by Day of Week Hourly Summary

Property	Details
Description	This analysis shows the total number of customer contacts made on each day of the week (in the selected month) broken down into an hourly summary.
Purpose	For each day, the customer contact count is broken down into time periods that help the business users to analyze whether or not that time of day is adequately staffed.
Representation	The Day of Week drop down allows you to select the week day for which you want to view the data. The weekday selected is broken down to various time buckets (12 am - 4 am, 5 am - 8 am, etc). The Select View drop down allows you to view the data either as a bar chart or as a radar chart. The graph shows the number of customer contacts made in each time bucket for the selected weekday. Hover over the graph to view specific details for the selected time bucket. The table shows the number of customer contacts made in each hour of the selected day of the week.
Drill Down	No drill down
Source Object	Customer Contact Fact
OAS Subject Area	CCB - Customer Contact
Metrics	Number of Contacts

Details

The Details dashboard page provides detailed information about the customer contacts at account level.

Contact Detail

Property	Details
Description	This analysis shows the account level details of the top 100 customers based on the customer contacts. The data is shown for the selected month.
Purpose	The accounts at the top of the list are the ones for which the highest number of customer contacts have been made. Business users can login to the source application and analyze the data further.
Representation	The table displays the customer information details based on the customer contacts made in the selected period.
Drill Back	The Account column link drills back to the Account Maintenance page in the Oracle Utilities Customer Care and Billing system.
Source Object	Customer Contact Fact
OAS Subject Area	CCB - Customer Contact
Metrics	Contacts