Everbright implemented a cap of 4.00% for the California utility rate escalator and updated the default value to the current CPUC rate of 3.32% in Engine.
The new 4% cap only applies to the following utilities listed below. All other California utilities will have the existing 4.9% cap.
PG&E, Pacific Gas and Electric
SCE, Southern California Edison
SDGE, San Diego Gas & Electric
BVES, Bear Valley Electric Service
Pacific Power
NOTE: At this time, agents are NOT permitted to update the utility rate escalator for a customer.
Scenario 1:
An installer/rep contacts support because the system is requiring them to generate an NCCO when nothing has changed.
Navigate to the usage phase and confirm that the job is under one of the utilities listed above. Click the More Rate Options and confirm that their rate is set above the 4.00% limit:
Instruct the installer to go to the usage phase and update the Rate Escalator to 4%. An NCCO will not be needed after the change is made
If the installer is blocked from making changes to the utility rate escalator, they will need to reach out to their org admin to make the change from within the specific job. Updating the custom settings will NOT fix the issue.
Scenario 2:
The installer/rep advises that they are getting an error when trying to generate an NCCO or HCO:
First, instruct the installer to go to the usage phase and update the Rate Escalator to 4%.
If the installer is blocked from making changes to the utility rate escalator, they will need to reach out to their org admin to make the change from within the specific job. Updating the custom settings will NOT fix the issue.
After the rate is updated, the customer will be able to generate the NCCO or HCO as normal
CXone interactions
Disposition
Rate Escalator - if the installer was able to make the correction on their own
Rate Escalator OA - if the installer needed to be referred to their Org Admin to make the change
Notes
Job link
Org
Installer or Rep’s Name
Note indicating the outcome
Instructed customer to change the utility rate successfully
Instructed customer to reach out to their Org Admin
Jira Emails
Reply to the customer with the instructions (based on the scenarios above) to change the utility rate escalator.
If the rep is blocked from making the change:
Please reach out to your Org Admin to update the utility rate escalator in the Usage Phase from within the job.
Regards,
Request Type
Account Management
Label
Rate Escalator - if the installer was able to make the correction on their own
Rate Escalator OA - if the installer needed to be referred to their Org Admin to make the change