Generating Client Reports from the CSR Portal

This knowledge base article outlines the process for generating reports from the Customer Service Representative (CSR) Portal for Duquesne Light Company (DLC) and Avangrid. It provides guidance for Tier 1 Support on generating, validating, and delivering reports requested by clients through Zendesk.

Overview

The Customer Service Representative (CSR) Portal is a tool used to assist customers with account and communication-related activities. The portal includes a Reporting section that allows users to generate various reports in CSV format.

Although clients have access to the CSR Portal, they may occasionally experience issues generating reports. In these cases, Tier 1 Support is responsible for generating the requested report and providing it to the client

Prerequisites

DLC or Avangrid may submit a Zendesk ticket requesting that a report be generated and provided in CSV format.

Example Ticket:
https://goconvey.zendesk.com/agent/tickets/153960 

Required Information

Before proceeding, verify that the request includes the following information:

• Requested reporting timeframe

• Name of the report(s) to be generated

Prerequisites

Before you begin, ensure you have the following:

• CSR Portal Access

Tier 1 Support Process

Follow these steps to complete the process or resolve the issue:

STEP 1: Log In to the CSR Portal
                 URL: https://prefportal.mbdt01.com/ 

STEP 2: Select the Appropriate Client

STEP 3: Open the Reporting Dashboard
                 Navigate to: Reporting → Change Dashboard View

STEP 4: Enable the Requested Report
                 Locate the report requested by the client and Toggle the Enable switch to                      make the report available on the dashboard.

STEP 5: Open the Dashboard
                  Click Go to Dashboard

STEP 6: Open the Requested Report
                  Locate the requested report from the dashboard and click its name to open                   it.

STEP 7: Configure the Report Timeframe

Update the report filters based on the timeframe specified in the Zendesk ticket.

• ✓Enter the requested From date.
• ✓Enter the requested To date.
• ✓Click Submit.

           
STEP 8: Download the Report

                 After the report has loaded:
                        1. Scroll to the bottom of the page.
                        2. Click Download.
                        3. Select CSV.

Important Note

Report generation may take several seconds depending on the amount of data requested.

STEP 9: Validate and Send the Report

Before responding to the client:

• ✓Open the downloaded CSV file.
• ✓Verify that the records match the requested timeframe.
• ✓Confirm that the report contains the expected data.
• ✓Attach the CSV file to the Zendesk ticket.
• ✓Respond to the client and provide the requested report.