Customer Profiles and Management

Explore everything inside a customer record — package status, usage reports, payment history, device bindings, outage compensation, and support actions.

The 360-degree customer record

When a customer contacts your support desk or visits your office, opening their profile in Nukta (Users → Customers → View Customer) gives your team immediate, comprehensive visibility into their account state. Rather than toggling between separate accounting software, RADIUS logs, and router management windows, all operational data is centralized in eight dedicated tabs.

Verify identity before taking action

Before modifying access credentials, extending expiry, or issuing refunds, customer service agents should verify the caller's identity against at least two independent data points:

• Customer Full Name matching the account record.
• Registered Mobile Phone Number or primary contact email.
• Account Username or System ID (e.g., S105 or TK-001).
• Hardware MAC Address of their connected home router or smartphone.

The eight customer profile tabs

The customer profile organizes data into eight focused functional areas:

1. Overview

The summary dashboard for the customer:

• Account Status Badge: Live status indicator (Active, Expiring Soon, Expired, Paused, or Blocked).
• Current Internet Plan: Plan name, speed limit (e.g., 10M/10M), validity duration, and concurrent device allowance.
• Expiry Countdown: Precise expiration timestamp displayed in your selected timezone with a live countdown of remaining days, hours, and minutes.
• Quick Identity Card: Customer username, account PIN/password, primary phone number, and physical service address.
• Connected Router: The MikroTik edge router currently handling the customer's sessions.

2. Reports

Historical data usage and activity analytics:

• Daily & Hourly Usage Charts: Visual breakdown of megabytes and gigabytes uploaded and downloaded over the past 30 days.
• Activity Heatmap: Highlights peak usage times, helping your team identify bandwidth saturation or irregular middle-of-the-night traffic spikes.
• Session Summary Metrics: Average daily uptime, total data transferred, and reconnection frequency.

3. Sessions

Real-time and historical connection logs:

• Live Session Status: If the customer is currently online, displays their leased IP address, active MAC address, connected router interface, live transfer rates, and uptime duration.
• Historical Connection Ledger: Previous sessions including exact connect/disconnect timestamps, terminating cause, and total bandwidth transferred during each session.

4. Payments

A complete financial ledger of every transaction associated with this customer:

• Transaction Reference: Unique payment gateway confirmation code.
• Amount & Currency: Transaction value recorded in your selected currency.
• Payment Channel: Gateway method (e.g., Paystack, Kopo Kopo, mobile money STK push, or cash counter receipt).
• Payment Timestamp & Status: Settled, Pending, or Reversed.
• Receipt Actions: Click to view or print branded PDF payment receipts for the customer.

5. Plan History

An immutable audit trail documenting the customer's subscription timeline:

• Records when packages were purchased, upgraded, renewed, or manually modified.
• Details which team member applied manual package changes or extensions.
• Helps resolve billing inquiries by comparing payment timestamps against package activation times.

6. SMS

Complete outbound communication history:

• Displays every automated SMS sent to this customer, including payment receipts, login credentials, and pre-expiry renewal alerts.
• Shows delivery status, dispatched timestamp, and message character counts.

7. Devices

Hardware management and MAC address bindings:

• Displays all hardware devices currently authorized to access the network under this account.
• Shows device MAC address, device type (smartphone, laptop, Smart TV, or router), and date linked.
• Allows team members to unlink old devices, free up device slots, or add static MAC bindings.

8. Notes

Internal operational and engineering notes:

• Record service installation details (e.g., "Fiber drop cable routed through balcony; ONU serial number: ZTEG123456").
• Log customer preferences and support interactions.
• Security Notice: Notes are accessible to your internal team. Never store passwords, payment card numbers, or sensitive identity documents in free-text notes.

Common customer support actions

From the top-right action menu on the customer profile, your team can execute essential customer care workflows:

Changing plan expiry

To set a specific expiration date and time (for example, aligning a commercial client to the first of next month):

1. On the customer's profile, click Change Expiry.
2. Select the new target date and time using the date picker.
3. Confirm the update. Nukta updates the expiration timestamp and keeps the customer connected until the selected time.

Outage compensation

When an area experiences a fiber break or power failure, you can credit affected customers with bonus service time:

1. Click Compensate on the customer profile.
2. Choose the duration to add (e.g., +6 Hours, +1 Day, or +3 Days).
3. Optionally enter an internal reason (e.g., "Feeder fiber repair compensation").
4. How time is calculated:
   • If the customer's plan is currently Active, the additional duration is appended to their future expiration timestamp.
   • If the customer's plan had already Expired, the compensation starts immediately from the current moment, restoring active access right away.
   • If the account was Paused, applying compensation automatically unpauses the account.
   • Existing financial transaction records remain untouched—compensation adjusts service time without distorting your revenue ledger.

Resetting an active session

If a customer reports slow speeds or needs their bandwidth queue cleared on the router:

1. Open the Sessions tab.
2. Click Reset Connection (or Kick).
3. Nukta instructs the router to terminate the active session. The customer's device reconnects within seconds, applying clean queues and fresh bandwidth limits.

Sending credentials or payment instructions

• Send Credentials: Dispatches an instant SMS to the customer's registered phone number containing their active username and account password.
• Send Payment Instructions: Sends your ISP's official payment steps (such as your Paybill, Till number, or payment link) so the customer can complete their renewal easily.

Troubleshooting: "Paid but offline"

When a customer reports that they completed a payment but their internet has not restored, follow this systematic verification checklist:

1. Verify Payment Settlement:
   • Open the Payments tab on their profile.
   • Confirm that the transaction appears with a Completed status. If no payment appears, check Finance → Payments for unmatched transactions (e.g., if the customer paid from a family member's phone number not linked to their account).
2. Check Account State & Expiry:
   • Verify that the account status is Active and that the expiry date is in the future.
   • Confirm the account is not set to Paused or Blocked.
3. Verify Device Limit:
   • Open the Devices tab. If the package permits 1 device and the customer is attempting to connect a second phone, remove the inactive device to release the connection slot.
4. Inspect Router Health:
   • Check whether the customer's serving MikroTik router is showing green and Online in Devices → Mikrotiks.
5. Clear Stale Sessions:
   • Open the Sessions tab. If an old session is stuck on the router, click Reset Connection to clear the session table and trigger immediate re-authentication.