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Complaint Management System

Introduction

This Software is to register the complaints of the consumer and to process them by following some steps. Here whenever a consumer has got any complaint related to the

electricity then they can make online complaints. Their complaints are being taken care

by the Agents of J!". The registered complaints of the consumer# gets forwarded to

the "ine$Staff# then after the correction of the fault# the line$man again makes a call back

to the agent and they make it confirm to the consumer.

The complaints gets registered by the agent and escalated to the line staff by the

supervisor.

Features of Complaint Management System%$

Complaints automatically forwarded to upper management of J!" within the

specific time.

Agent can search the consumer from different & different criteria like %$

o Code 'inder !umber

o !ame of the Consumer

o Address of Consumer

o (hone number of Consumer

This Software also calculates the number of rings in which agent pickup the phone so

the center head easily monitor the performance of each agent individually.

This CMS Software can search the consumer on the behalf of previous complaint by

the caller id.

Complains are tracked and escalated followed up in the hierarchy of J!" officers.

The Canter Head also monitor the satisfaction percentage by the following points%$

o How many complaints escalate within ) minute*

o How many complaints are pending for escalation*

o +hat is the process time of Complaints.

o ,aily -eport of "ogging Agent time.


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o (hone pickup time of every call.


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“ Namaskar JVVNL” Complaint Received by the Agent

Server


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Registered Complaint forward to ield !taff

Server


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ield !taff call back to agent and Agent confirm from cons"mer regardingfa"lt correction#

Consumer and satisfaction is

reported on resolved complains

Consumer and

satisfaction isreportedonresolvedcomplains

Server


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$ow the call center works#

Consumer and satisfaction isreported on resolved complains

Server

sername


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%"ality Check !"pervisor can barge to listen Agent&s call for voice and

handling perfection#

ser name


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Context Diagram

CMS

Consumer complaints Monitoring the whole

activities of call center


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View complaints registered

Escalated to

Consumer

Server

Agent

Supervisor Line Staff

Complaint

Complaints gets registered

Corrected Informed

Confirmation

Interface !etween different Modules


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Server

Supervisor

-eads Complaints

/scalates

with in )

minutes

"ine Staff

0orwarded to J/!

1f notescalated in

) minutes

then after 2

Hrs.

After 3 Hrs

After 4 Hrs

0orwarded to A/!

0orwarded to 5/!

After 6 Hrs

0orwarded to S/

After 78Hrs

0orwarded to C/


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Caller "o# is

noted down

Call

landed at

w$at time

is saved

Call

attended at

w$at time is

also saved

At w$at

time call

$ad !een

pic%ed

up

&ow long

it too% to

!e pic%ed

up#

call

Call diverted to

Extension "o#


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CMS

Administrator Supervisor Agent

'ossesses t$e w$oleControl

Escalates t$e complaints (egisters t$e complaints


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Complaint Management System

This is the "ogin Screen to get started with this S9+. :nly Authenticated person can

login. This account is created by the Administrator only. This is provided to the Agent to

keep records of is attendance as well as activities.

ser name

ser name


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This is the first screen. Here one is provided with some menu$options# these consist of

0ile# iew# -eport# and +indows.

File

The sub$menu comes under this menu are as follows%$

7. 0ield Staff

2. !ew ser

;. Maintenance Schedule

3. Caller 1d Settings

). /


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This screen is for the 0ield$staff management. This is used for entering the details of a

new line staff.


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This Screen is to create !ew$ser=s account. Here one can create his own 1d by simply

filling this form. :ne can "ogin as >Admin?# >Agent?# Supervisor?.

The 0unctionality

Admin %$ 1t has got all the rights to monitor the activities of agent as well as supervisor.

Agent %$ 1t can only register the complaints.

Supervisor%$ it escalates the complaints to the line$staff.


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This screen is to maintain the scheduling# from this# the events like >(ower$Cut?# >'reak$

,own?# in any sub$division can be noted$down. :ne validation is there that the start$time

can not be less then the present$time.

Area Code

/vent of the maintenance


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View

The sub$menu comes under this menu are as follows%$

7. Agent Console

2. Supervisor Console

;. Center Head Console

3. Code ,etails

). Sdo Code +ise


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This screen is for known as Agent Console# from this form agent makes the entry for the

consumer=s complaint. 0irst the agent search for that particular consumer in the database

to search whether the consumer has made any call before or not.

At the same time if a new call is being made then it can be saved in the database# and

corresponding to that complaint a new complaint number is generated automatically.

1f a consumer has already made a call earlier also then by double$clicking on it the

address# sub$division# and code can be viewed


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from this screen the Supervisor# views the complaints of the consumers. The supervisor

can save the complain as can close the complain.


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This screen is for Center Head Console.


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This screen is to view all the complaints from any date to some other date by selecting

the status of the complaints and no. of complaints to some specific consumer.

Complaint number

Sttaus of Complaints @(ending 9 Closed 9 Confirm


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(eports

The sub$menus are as follows%$

7. Call Center Summary -eport.

2. ,aily -eports

2.8. Sub$,ivision +ise

2.7 Call Traffic

2.2 "ogging of :perators

2.; Complaints not dispatched with in ) minutes

2.3 Consumer confirmation call

2.) Call Attended after three rings

2.4 Call Center (hone 'usy

2.B Call held more than 78 seconds

2.6 Complaints summary@!ature +ise

2. Call "og

;. Monthly -eport

Sub$,ivision +ise

Call Traffic

Complaints -ecorded more than ; times

3. Complaint -eport @S,: Code

). Complaint Summary @,ate +ise

4. "ast /scalation Complaint Summary -eport @,ate +ise

B. ser +ise Complaint


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A!!reviations

S#"o# )ermA!!reviation Description

*# AE" Assistant Engineer+# ,E" ,unior Engineer

-# .E" Executive Engineer

/# SE Senior Engineer

0# CE C$ief Engineer

1 CMD C$ief Managing Director

2# (x (eceived Calls

3# )x )ransmitted Calls


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Entities and t$eir Attri!utes

Entity Attribute Name Format Length Source Entity /

Validation Rule

Call,etails CallDid int 3 (rimary EeyCompDno int 3

CallDtype int 3CallD(ick char 6

CallDstart char 6

CallDend char 6CallDchar char )8

CurrDdate datetime 6

/


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Entity Attribute name Format Length Source Entity /

Validation Rule

CompanyD(rofile CompanyD1d int 3 (rimary Eey

!ame nvarchar )8Address nvarchar 2))

(hone nvarchar 7)

-" nvarchar )8

-emarks nvarchar 2))

Entity Attribute name Format Length Source

Entity

/Validation

Rule

ComplaintDSnippets ComplaintDSnippetD1d int 3 (rimary Eey

ComplaintDSnippetDCode nvarchar )8ComplaintDSnippet nvarchar 2))

serD1d int 3 0oreign Eey

FserDdetailsG

/ntryDTime smalldateti

me

3


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Entity Attribute name Format Length Source

Entity/Validation

Rule

ComplaintDStatus ComplaintDStatusD1d int 3 (rimary EeyComplaintDStatusDCode nvarchar 7)

ComplaintDStatus nvarchar 2))

ConsiderDAs nvarchar 78serD1d int 3 0oreign Eey

FserDdetailsG

/ntryDTime smalldatetime 3


Validation Rule

Complaints ComplaintD!o int 3 (rimary Eey

ServiceD!o int 3 0oreign Eey

FConsumerG

ComplaintD,ate smalldatetime 3

ComplaintDSnippetD1d int 3 0oreign Eey

FComplaintDsnippetG

-emarks nvarchar 2))

ComplaintDStatusD1d int 3 0oreign Eey

FComplaintDStatusG



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FserDdetailsG

/ntryDtime smalldatetime 3

/scalate bit 7/scDtime smalldatetime 3

/scalatedDby int 3

ClosedDtime smalldatetime 3ClosedDby int 3

confirmed bit 7

ConfirmedDtime smalldatetime 3ConfirmedDby int 3

CallerDid nvarchar )8

0inishDtime smalldatetime 3

!ewDConsumer bit 7


Validation Rule

ConnectionDstatus ConnectionDStatusD1d int 3 (rimary Eey


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ConnectionDStatusDCode nvarchar 7)

ConnectionDStatus nvarchar 2))

serDid int 3 0oreign Eey

FserDdetailsG

/ntryDtime smalldtaetime 3


Validation Rule

Consumer ServiceDno int 3 (rimary Eey

S,:C:,/ nvarchar 78'!,-!: nvarchar )8

ACT!!: nvarchar )8

C:!SDSTAT/ nvarchar 78STATD,AT/ nvarchar 78

STATD-/0 nvarchar 78

CHE,11T nvarchar 78name nvarchar 2)

A,,-/SS nvarchar 788

A-/AC:,/ nvarchar 78

1""DC:,/ nvarchar )81""C:,/ nvarchar )8

":C!!: nvarchar )8

S"C!!: nvarchar )8S/-!: nvarchar 78

:",AC!T!: nvarchar )8

0/,-C:,/ nvarchar 78SC:!: nvarchar 78

SC:,AT/ nvarchar )8

C:!!,AT/ nvarchar )8TA-10D,AT/ nvarchar )8

TA-0DCH nvarchar 78

/5MD/, nvarchar 78

E+DH(DE nvarchar )8


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":A,DSA!C nvarchar )8

":A,DC:!! nvarchar )8

":A,DC:!! nvarchar )8C:!T-D,/M nvarchar )8

M1SDTA-100 nvarchar )8

":A,DSDCH nvarchar )8'1""DC:(I nvarchar )8

A/-A/ nvarchar )8

AD(0 nvarchar 78C1(TDI! nvarchar )8

CA(DSTAT nvarchar )8

S/CDMAT nvarchar )8

'DMAT nvarchar )8

,0D', nvarchar )8,0D/, nvarchar )8

A,JDM:!TH nvarchar )8

":CED!1T nvarchar )8":CED', nvarchar )8

":CED/, nvarchar 78

S/ASD0-:M nvarchar 78

S/ASDT: nvarchar 78'ACEDC:,/ nvarchar 78

'ACED'A" nvarchar 78

'ACED1!S!: nvarchar 78-/0T:TA" nvarchar 78

1!ST-/0, nvarchar 78

AMT-/0, nvarchar 78

'A"S: nvarchar 781!STD01-ST nvarchar 78

1!STDSC!, nvarchar 78

1!STDTH-, nvarchar 781!STDC-!: nvarchar 78

1!STD,AT/ nvarchar )8

1!STD(A1, nvarchar )8-/A,D,AT/ nvarchar )8

'1""D,AT/ nvarchar )8

CHD,/D,T nvarchar )8C:!SC:,/ nvarchar )8

C:!S'1"" nvarchar )8

!1TD!/+ nvarchar )8 !D:0DM:!TH nvarchar )8

(0 nvarchar )8

', nvarchar )8

M1!DCH nvarchar )8M1,D', nvarchar )8

":A,SCH nvarchar )8


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0/"DCH nvarchar )8

M/T/-D-/!T nvarchar )8

(+D0ADCH nvarchar )8015DSDCH nvarchar )8

HTD-/'AT nvarchar )8

S,D,'DC, nvarchar )8S,D,'D!1T nvarchar )8

S,D,'D', nvarchar )8

S,D,'D/, nvarchar )8:SD', nvarchar )8

:SD/, nvarchar )8

!1TDA,J nvarchar )8

',DA,J nvarchar )8/,DA,J nvarchar )8

:SD','A" nvarchar )8

:SD/,'A" nvarchar )8

!/TD', nvarchar )8 !/TD/, nvarchar )8

M1!D!1T nvarchar 78(hone nvarchar )8

TransformerD!o 2))


FserDdetailsG

ConnectionDStatusD1d int 3 0oreign Eey

FConnectionDStatusG

/ntryDtime datetime 6


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Entity Attribute name Format Lengt

h

Source Entity /

Validation Rule

,esignation ,esDid int 3 (rimary Eey

,esignation nvarchar )8SortDorder int 3


Validation Rule

/scalation /scDid int 3 (rimary EeyComplaintDno int 3 0oreign Eey

FMannualDComplaintsG

/scDdate smalldatetime 3StaffDid int 3

Closed bit 7

ClosedDat int 3ClosedDby int 3

Actionperformed bit 7

ActionperformedDat smalldtaetime 3ActionperformedDby int 3


FserDdetailsG

0inishDTime smalldatetime 3

Entity Attribute name Format Length

Hrs.,etails HrsD1d int 3HrsD!ame int 3


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Validation Rule

"ogDtable "ogDid int 3

/ntryDtime smalldatetime 3ry nte


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A,,-/SS nvarchar 788

(hone nvarchar )8

TransformerD!: nvarchar 2))


'aste Errors ClosedDat smalldatetime 3


ValidationRruleScheduleD/vetDType ScheduleD/vetDTypeD1d int 3

ScheduleD/vetDType nvarchar 2))

ScheduleD/vent nvarchar 2))serD1d int 3 0oreign Eey

FserDdetailsG


Entity Attribute name Format Lengt

h

Source Entity /

Validation Rule

ScheduleD/vent ScheduleD/ventD1d int 3

ScheduleD/ventDTypeD1d int 3

KoneD1d int 3-emarks nvarchar 2))

ScheduleD,ate datetime 6


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ScheduleDTime nvarchar )8

-estorationDTime nvarchar )8


FserDdetailsG



Shift ShiftDid int 3

Shift nvarchar )8

Entity Attribute name Format Length Source Entity / Validation

Rule

Staff StaffD1d int 3 !ame nvarchar )8

,esignation int 3


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S,:D1d 1nt 3

ContactD!o nvarchar )8

email nvarchar 2))StaffDTypeD1d int 3

Mail"ist bit 7

serD1d int 3 0oreign EeyFserDdetailsG

/ntryDtime datetime 6

mgrDflag nvarchar )8


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Validation Rule

StaffDType StaffDTypeD1d int 3

StaffDTypeDCode nvarchar )8StaffDType nvarchar )8


FserDdetailsG


Entity Attribute name Fformat Length Source Entity /

Validation Rule

SubDdivision S,:D1d int 3

S,:DCode nvarchar )8KoneD!ewD!ame nvarchar )8

C,D1, nvarchar )8

KoneD:ldD!ame nvarchar )8ComplaintDcenter nvarchar )8


FserDdetailsG/ntryDtime smalldatetime 3

A/!D!ame nvarchar )8(honeD:ffice nvarchar )8

(honeD-es nvarchar )8


Validation Rule

Consumer 72 ConnectionDStatusD1d int 3

/ntryDtime smalldatetime 3(hone nvarchar 2))serviceDno int 3

TransformerD!o nvarchar 2))


FserDdetailsG

S,:C:,/ nvarchar 78


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'!,-!: nvarchar )8

C:!SDSTAT/ nvarchar 78

STATD,AT/ nvarchar 78STATD-/0 nvarchar 78

CHE,11T nvarchar 78

name nvarchar 2)A,,-/SS nvarchar 788

A-/AC:,/ nvarchar 78

1""DC:,/ nvarchar )81""C:,/ nvarchar )8

":C!!: nvarchar )8

S"C!!: nvarchar )8

S/-!: nvarchar 78:",AC!T!: nvarchar )8

0/,-C:,/ nvarchar 78

SC:!: nvarchar 78

SC:,AT/ nvarchar )8C:!!,AT/ nvarchar )8

TA-10DC:,/ nvarchar 78TA-0DCH nvarchar 78

/5MD/, nvarchar 78

E+DH(DE nvarchar )8

":A,DSA!C nvarchar )8":A,DC:!! nvarchar )8

C:!T-D,/M nvarchar )8

M1SDTA-100 nvarchar )8":A,DSDCH nvarchar )8

'1""DC:(I nvarchar )8

A/-A/ nvarchar )8AD(0 nvarchar 78

CT(TDI! nvarchar 78

CA(DSTAT nvarchar )8S/CDAMT nvarchar )8

'DAMT nvarchar )8

,0D', nvarchar )8

A,JDM:!TH nvarchar )8":CED!1T nvarchar )8

":CED', nvarchar )8

":CED/, nvarchar 78S/ASD0-:M nvarchar 78

S/ASDT: nvarchar 78

'ACEDC:,/ nvarchar 78'ACED'A" nvarchar 78

'ACED1!S!: nvarchar 78

-/0T:TA" nvarchar 78

AMT-/0, nvarchar 78


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1!STD01-ST nvarchar 78

1!STDSC!, nvarchar 78

1!STDTH-, nvarchar 781!STDC-!: nvarchar 78

1!STD(A1, nvarchar )8

-/A,D,AT/ nvarchar )8'1""D,AT/ nvarchar )8

CHD,/D,T nvarchar )8

CASD,/D,T nvarchar )8C:!SC:,/ nvarchar )8

C:!S'1"" nvarchar )8

!1TD!/+ nvarchar )8

!D:0DM:!TH nvarchar )8(0 nvarchar )8

', nvarchar )8

M1!CH nvarchar )8

M1,D', nvarchar )8":A,SCH nvarchar )8

0/"DCH nvarchar )8M/T/-D-/!T nvarchar )8

(+D0ADCH nvarchar )8

015DSDCH nvarchar )8

HTD-/'AT/ nvarchar )8/, nvarchar )8

S,D,'D!1T nvarchar )8

S,D,'D/, nvarchar )8:SD', nvarchar )8

:SD/, nvarchar )8

!1TDA,J nvarchar )8',DA,J nvarchar )8

/,DA,J nvarchar )8

:SD','A" nvarchar )8:SD/,'A" nvarchar )8

!/TD', nvarchar )8

!/TD/, nvarchar )8

1,D!: nvarchar )8

M1!!1T nvarchar 78

Entity Attribute name Format Length Source Entity / Validation

Rule

serDType serDTypeD1d int 3 (rimary Eey

serDType nvarchar )8


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Validation RuleserD"oginD,etails 1d int 3 (rimary Eey


FserDdetailsG

"oginDdate datetime 6"ogoutDdate datetime 6

ShiftDid int 3

/


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Contact!o nvarchar 7)

serDTypeD1d int 3


Validation Rule

ManualDComplaints ComplaitDno numeric (rimary Eey

ServiceDno nvarchar )8 0oreign Eey

FConsumerG

codeDbndr nvarchar )8

S,:Code nvarchar 78name nvarchar 2))

phone nvarchar )8

address nvarchar 788

date dattime 6complaint nvarchar 788

remark nvarchar 2))

registered bit 7registeredDby numeric

registeredDat datetime 6

escalate bit 7escalatedDby numeric

escalatedDat datetime 6

closed bit 7closedDby numeric

closeDat datetime 6confirm bit 7

confirmDby numeric confirmDat datetime 6

callerDid nvarchar )8

0inishDTime smalldatetime 3

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