Customer Activity History

The Customer Activity History zone provides a list of the most recent activities that were created for the account. Activities represent specific interactions that the utility has had with the customer. You can select an activity to see additional details, or you can scroll down to the bottom of the zone and select the View All link to open the Customer Activity History drawer, where you can filter and view all of the customer's activities.

When you select the View All link, the drawer opens on the right of the screen, and includes a longer list of activities. You can use the Filter By button to refine your activity list to specific categories. For example, to view agent notes that were recorded for a previous call from this customer, you would filter for activities in the Conversation Message category.

By default, the list displays activity records for the past three years. You can use the Date Range button to enter a different time frame, but you can't search for more than three years of data at a time.

Activities that display here are grouped by categories, which include:

• Conversation Message: These include:
  • Calls: Call activity records for both inbound and outbound calls are displayed only if you are using a CTI integration. When you select a call activity record, the system displays the name of the agent that took the call, the date and time of the call, and if available, the call resolution and wrap up notes. For customers that have multiple billing accounts, calls in the activity feed are filtered to display only the calls that are associated with the billing account you are viewing.
• Customer Contact: Email activity records show the date and time on which an email was sent, the user that sent the communication, and the contact class. When you select the View Communication link, you can view the body of the email.

  Note:

  If your system is integrated with Oracle Utilities Opower, when you click the View Communication link, the system opens the Opower email that was sent to the customer in a new window. Examples of Opower emails include High Bill Alerts and Home Energy Reports.
• Self-Service Task: Service task records show interactions that were completed by contacts using self-service methods. When you click on a self-service activity record, the system displays details about the task.
• Financial Information: This category includes:
  • Bill: A bill record displays the date and amount a bill issued on the billing account. Many bills can be produced for the billing account over time. Bills charge for the utility services and products supplied to a customer. When you select a bill activity record, the system opens the Bill drawer, which displays details about the bill.
  • Payment: Payment records show all payments that have been made on the billing account. When you select a payment activity record, the system opens the Payment received drawer, which displays details about the payment.
• Cases: Case records show all open, closed, an in-progress cases associated with the billing account. The activity feed displays the case title, status, and category. When you select a case activity record, the system opens the case in a drawer.
• Note: Note activity records show all notes an agent adds to a billing account. The activity feed displays the user ID of the agent who created the note, the note title, the beginning of the note text, and the date and time the note was created.
• Rebate Claim: Rebate claim records identify all instances of a customer applying for a rebate.
• Service Order: Service order activities track work requests at service point locations. These activities dynamically orchestrate the required actions based on the current state of the service point and desired outcome. For example, creating an Enable Service activity for a new service request may trigger additional related activities. Service order activities may be completed by field crews or executed automatically, such as through smart meter commands.

  Note:

  Field activities generated through Service Order Management orchestrations and integrations are listed under the Service Order category. For additional information, see the topic "Service Orders" in the Business User Guide.
• Field Order: Field order activities track work performed by utility field personnel at service point locations. These activities, such as manual meter installations, are sent to the field work system for scheduling and assignment to crews. When the work is completed, the activity status is updated by the field work system.

  Note:

  Field activities created using classic Customer Care and Billing templates and integrations are listed under the Field Order category. For additional information, see the topic "Field Activity Maintenance" in the Business User Guide.
• Credit and Collection: This category contains the following record types:
  • Collection Process
  • Severance Process
  • Write Off Process
  • Pay Plan Overdue Process
  • Payment Arrangement
  • Cut Process
  • Credit Rating History
  • Cash Only History
• Outage Call: These records identify instances when the customer called in regarding an outage.