HOW OPTIMUS CUSTOMER EXPERIENCE TABLE WORKS

User Manual (v3.4)

1. Open the Optimus CX page.
2. In the ORP/OBP card, enter:
   
   • Annual Revenue (CAD) — powers OBP (% of revenue still safe).
   • Gross Margin (%) — converts at-risk revenue into profit-at-risk (LQ).

1. Toggle Loss basis between Profit (GM%) and Revenue (header dropdown).
2. As you add Complaints and Early Warnings, OCX recalculates At-Risk Revenue (AR), OBP, and LQ in real time.
3. Loss shows the annual LQ value, plus chips for /mo, /wk, /day.
4. Tooltips (ⓘ) on ORP/OBP show the live formula with current inputs.
5. Sensitivity lets you tune curves and caps; Export/Import snapshot copies/loads the full state and config.

Tip: OBP% and LQ ($) update automatically whenever risk changes.

You don’t need to create customers first. Adding a Complaint or Early Warning with a new customer name auto-creates that customer across tabs.

Typical entries

• Complaint: Customer, Hot Spot, Severity (High/Medium/Low), Status, Owner, Date Opened, Summary, Detail, Reason.
• Early Warning Signal: Customer, Type, Reason, Weight (1–20), Confidence (0–1), Status, Date Detected.

After saving, that customer appears instantly in:

• Customers (Health %, EWS %, Risk $, trend & reason)
• At-Risk (if thresholds hit)
• Hot Spots (scores/penalties adjust)
• History (event tape)
• OBP/Loss (numbers update)

• Ring: ORP% (weighted KPIs minus bounded penalties for complaints & EWS).
• Chip: OBP% = (Revenue − AR) / Revenue.
• Loss Quantifier (LQ): profit-at-risk (or revenue basis), with /mo, /wk, /day chips.
• Basis line: OBP xx% · AR (rev) $X · LQ $Y (profit|revenue)
• Focus chips: one At-Risk and one EWS account jump you to the right tab.

• Adaptive sparkline of ORP for the last 14 days (default), with 7d and 14d delta badges.

• Operational areas (e.g., Lead Gen, Pipeline, Support).
• Each row: Score, Δ7d, Penalties, Open count, Weight Share, Allocated Loss, and a spark trend.
• Edit to adjust KPI values, KPI/HS weights, and owner.

Note: Allocated Loss is a weight-based share of total LQ (not causal).

• Predictive indicators (usage drop, campaign delay, stakeholder change, etc.).
• Weight × Confidence and Age impact EWS %, Customer Health, and AR.

• Severity + aging drive penalties that affect ORP and AR.
• Resolving items reduces pressure; audit-friendly (no hard delete by default).

• Each row: Tier, Health %, EWS %, Δ7d, Risk $ share, Trend spark, Reason, Owner, Next Action.
• Customize per account: Annual Revenue and KPI Importance (0–5) (up to 6 active). Tier auto-updates from revenue.
• Health blends Account ORP, EWS pressure, and recent resolutions.

• Customers flagged by thresholds (e.g., High/Aging complaints, High EWS, weak Health).
• Shows customer, reason, owner, age, plus a 🤖 button for targeted recovery.

• Rolling 14-day view of ORP, Top Movers, and an Event Tape of Signals & Complaints (timestamped) for auditability.

Click 🤖 in any context (customer, complaint, signal, hot spot). Optimus generates a short, targeted action plan:

• 3 concrete steps, each with owner and due date.
  You can also ask for explanations (e.g., “Explain EWS” or “Biggest risk now”).

• Default: Persistence ON (saved to localStorage).

All data stays local to your browser.

1. Check OBP% and LQ ($).
2. Add/resolve Complaints and EWS signals.
3. Open At-Risk → click 🤖 for a 3-step recovery plan.
4. Review Customers → confirm Health %, assign follow-ups.
5. Adjust Hot Spot KPI values/weights as needed.
6. End-of-week → History should show an improving ORP trend.

• Keep customer names consistent (avoid spelling variants).
• Resolve older complaints to restore Health % faster.
• Enter real Revenue and GM% for accurate risk dollars.
• Use Sensitivity to calibrate curves/caps; Export a snapshot before big reviews.
• Support: strateia.ca/contact