Reports is a new system that will give the owner and operator of the charge points a better understanding of the performance of the chargers. You will receive reports if there is issues on the charge points, customer experiences, reviews and much more.
There are different types of reports generated on Monta Portal. All reports include:
- The charge point that has an issue.
- The source that generated the issue.
- Operator of the charge point.
- Who performed the report.
- State of the report.
- Description of the report.
1. Go to Reports
To see the details of reports, go to the “Reports” section on the left side menu in the portal. Here you will see all the reports related to the charge points that are operated by you.
In the report section you will receive of all the reports in your Monta account. In the first column you are able to see the report reason, like a disconnection event. In the following column you find the related charge point and followed by this you can see who the report issued, this could be "Monta" or an enduser. The different sources are system, user and Intercom. The different statuses are resolved, assigned to an operator or Monta and Action where an action from your side is needed.
Click on the report you’d like to access to expand more details.
2. The Source of Reports
There are 3 different sources of reports:
- System generated
- User generated
- Monta Support generated
Based on the information that we receive from the charge points, the system is able to recognise an issue and trigger a report to the owner/ operator of the charge point.
In some cases, it can happen that the charge point reboots itself (self-healing) and the report will become Resolved. If the self-healing action did not help, the system will trigger another report.
The report reasons can be as follows..
- Charge point disconnected for a while
Cause: We are monitoring that the charge point has been in state “disconnected” for more than 10 minutes. Our system generates a report to the operator/owner.
- Charge point in error for a while
Cause: We are receiving an “error” state from the charge point which can be caused by multiple reasons.
- Charge point had 3 failed charges last 1 hour
Cause: We are monitoring that 3 charging sessions have failed on the charge point within the last error, which might be caused by a user error or charge point error.
- Charge point is having a bad wifi strength
Cause: We’ve detected a low wi-fi signal on the charge point, which might interfere with the charging experience for people charging on it. The report is triggered if the wi-fi strength is below a certain threshold.
- Charge point is having a bad cell signal
Cause: We’ve detected a low cell signal on the charge point, which might interfere with the charging experience for people charging on. The report is triggered if the cell strength is below a certain threshold.
End user reports an issue with the charger point from within the Monta app. All user-generated reports will be assigned to the owner/operator of the charge point.
Here are some examples of when end users typically do this:
- Charge point is not working
- Charge point is not in location
- Charge point is unaccessible
- Charge point is broken
- Charge interrupted
- Car blocking the parking space
- Something else
- Tax refund issue (DK ONLY)
Monta Support/Intercom Generated
Monta support/ Intercom generated issues are auto generated reports that will consist of the conversation between the end user and our Monta support agent.
In this way, you will be able to see what the issue the end user had and how our support agents solved it. When our support agent successfully resolve the issue, you will be able to see the report as ”Resolved”. If our support team is not able to resolve the issue and further actions from your side are needed, the support agent will assign the report to the Operator (you).
3. Assigning Reports
Click on the report that you would like to assign and in the top right corner click on "Assign report".
4. Choose to who it should be assigned
Once you get a report to your Monta Portal, you can assign it further either to:
- Different user within your company account
- Monta support
Assign the report to a specific user, who should resolve the issue, e.g. your colleague, owner of the charger or your technical support.
You are very welcome to assign the report to the Monta Support team, and our support agents will take over the issue.
You can also assign the report to the charge point operator.
Once you have chosen you have to who to assign the report if needed click on "Yes, assign".