Reports is a system that will give the owner and Operator of the charge points a better understanding of the performance of the chargers. You can receive reports if there is issues on the charge points, customer experiences, reviews and much more.
There are different types of reports and all of them include:
You can set who is notified when a report is created. We recommend assigning an installer or an admin with the rights to troubleshoot and configure charge points, so they can take an action when a report is created.
When you have a report, here is what information you can see, so you can take action.
A report can be assigned to the Operator, the charge point owner or Monta Support. It will first be automatically assigned to one of the three, depending on the type of report. Here is how you can re-assign it.
Reports can be generated by Monta users, the Monta system or Support conversations.
System generated reports
Here is a description of the different reasons for system generated reports.
|Charge point disconnected for a while
|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
|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
|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
|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
|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.
User generated reports
Monta users can created reports while they are using the Monta app. All user generated reports will be assigned to the owner/operator of the charge point. Reasons for reporting include:
Support generated reports
These types of reports are automatically generated that consists of the conversation between the end user and our Monta Support agent.
You will be able to see the conversation between the user and Monta’s Support Team. When our support agent successfully resolves 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 pr charge point owner.