Operations Analytics Dashboard & WhatsApp Broadcasts
Executive intelligence manual covering real-time SLA compliance tracking, technician leaderboards, WhatsApp delivery and read tracking, and mass maintenance broadcast campaigns.
1. Overview & Decision Support
ConnectCare provides operations heads and ISP general managers with real-time operational visibility into network performance, complaint resolution speed, technician workload, and customer sentiment metrics on dashboard.html and notifications.html.
2. Subfeature Breakdown
Subfeature 7.1: Real-Time Operations Analytics & SLA Compliance
The analytics engine calculates live operational benchmarks across all tenant complaints:
- Open Complaints: Volume of unresolved tickets in the system.
- SLA Compliance Rate (%): Percentage of tickets resolved within the configured SLA window (e.g. 24h).
- Mean Time to Restore (MTTR): Average hours elapsed from ticket creation to customer resolution.
- Active Outages Count: Localized distribution incidents currently active.
Subfeature 7.2: Technician Efficiency Leaderboard & Scorecards
Ranks field technicians by tickets resolved, SLA compliance %, and active workload:
| Metric | Calculation | Strategic Value |
|---|
| Total Resolved | Count of tickets marked Closed | Evaluates individual throughput |
| SLA Compliance % | Closed tickets before deadline / Total closed | Measures speed and adherence |
| Active WIP Load | Currently in-progress jobs | Monitors capacity & prevents burnout |
Subfeature 7.3: WhatsApp Delivery & Read Receipts Tracking (notifications.html)
ConnectCare listens to Meta Cloud API webhook status callbacks to track outbound message delivery in real time:
SENT: Message dispatched from server to Meta Graph API.DELIVERED: Double checkmark; message successfully delivered to the subscriber's phone.READ: Blue double checkmark; message opened and viewed by the subscriber.
Subfeature 7.4: Mass Maintenance & Scheduled Outage Broadcasts
Managers can compose and trigger targeted broadcast advisories to all subscribers in a specific sector (e.g. "Scheduled optical line maintenance tonight from 2 AM to 5 AM"). All broadcasts strictly respect tenant isolation.
3. API Verification Command
curl -X POST https://api.radhicorp.net/api/notifications/broadcast.php \
-H "Content-Type: application/json" \
-H "Cookie: PHPSESSID=your_session" \
-d '{
"area": "Indiranagar Sector 2",
"title": "Scheduled Optical Line Maintenance",
"message": "Dear subscriber, optical maintenance is scheduled tonight between 02:00 and 05:00. Service will be restored by 05:30."
}'