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 JVVNL. The registered complaints of the consumer, gets forwarded to the Line-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 JVVNL within the specific time. Agent can search the consumer from different different criteria like :o Code Binder Number o Name of the Consumer o Address of Consumer o Phone 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 JVVNL officers. The Canter Head also monitor the satisfaction percentage by the following points:o How many complaints escalate within 5 minute? o How many complaints are pending for escalation?

o What is the process time of Complaints. o Daily Report of Logging Agent time. o Phone pickup time of every call.

Server

Namaskar JVVNL Complaint Received by the Agent

Server

Registered Complaint forward to Field Staff

Consumer and satisfaction is reported on resolved complains

Consum er and satisfacti on is reported on resolved complain s

Server

Field Staff call back to agent and Agent confirm from consumer regarding fault correction.

Consumer and satisfaction is reported on resolved complains

Server

User name

How the call center works.

User name

Quality Check Supervisor can barge to listen Agents call for voice and handling perfection.

Context Diagram

CMS Consumer complaints Monitoring the whole activities of call center

Complaint Consumer

Agent

Complaints gets registered Confirmation Server

View complaints registered Supervisor Escalated to Line Staff

Corrected / Informed

Interface between different Modules

Escalates with in 5 minutes Supervisor If not escalated in 5 minutes then after 2 Hrs. After 4 Hrs

Line Staff

Server
Reads Complaints Forwarded to JEN

Forwarded to AEN After 6 Hrs Forwarded to XEN After 8 Hrs Forwarded to SE After 10 Hrs Forwarded to CE

call

Call diverted to Extension No.

Caller No. is noted down

Call landed at what time is saved

Call attended at what time is also saved

At what time call had been picked up

How long it took to be picked up.

CMS

Administrator

Supervisor

Agent

Possesses the whole Control

Escalates the complaints

Registers the complaints

Complaint Management System

User name

User name

This is the Login Screen to get started with this S/W. Only 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.

This is the first screen. Here one is provided with some menu-options, these consist of File, View, Report, and Windows. File The sub-menu comes under this menu are as follows:1. Field Staff 2. New User 3. Maintenance Schedule 4. Caller Id Settings 5. Exit

This screen is for the Field-staff management. This is used for entering the details of a new line staff.

This Screen is to create New-Users account. Here one can create his own Id by simply filling this form. One can Login as Admin, Agent, Supervisor. The Functionality Admin :- It has got all the rights to monitor the activities of agent as well as supervisor. Agent :- It can only register the complaints. Supervisor:- it escalates the complaints to the line-staff.

Event of the maintenance Area Code

This screen is to maintain the scheduling, from this, the events like Power-Cut, BreakDown, in any sub-division can be noted-down. One validation is there that the start-time can not be less then the present-time.

View The sub-menu comes under this menu are as follows:1. Agent Console 2. Supervisor Console 3. Center Head Console 4. Code Details 5. Sdo Code Wise

This screen is for known as Agent Console, from this form agent makes the entry for the consumers complaint. First 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. If a consumer has already made a call earlier also then by double-clicking on it the address, sub-division, and code can be viewed

from this screen the Supervisor, views the complaints of the consumers. The supervisor can save the complain as can close the complain.

This screen is for Center Head Console.

Complaint number Sttaus of Complaints (Pending / Closed / Confirm)

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.

Reports The sub-menus are as follows:1. Call Center Summary Report. 2. Daily Reports 2.0. Sub-Division Wise 2.1 Call Traffic 2.2 Logging of Operators 2.3 Complaints not dispatched with in 5 minutes 2.4 Consumer confirmation call 2.5 Call Attended after three rings 2.6 Call Center Phone Busy 2.7 Call held more than 10 seconds 2.8 Complaints summary(Nature Wise) 2.9 Call Log 3. Monthly Report Sub-Division Wise Call Traffic Complaints Recorded more than 3 times 4. Complaint Report (SDO Code) 5. Complaint Summary (Date Wise) 6. Last Escalation Complaint Summary Report (Date Wise) 7. User Wise Complaint

Abbreviations S.No. 1. 2. 3. 4. 5. 6 7. 8. Term/Abbreviation AEN JEN XEN SE CE CMD Rx Tx Description Assistant Engineer Junior Engineer Executive Engineer Senior Engineer Chief Engineer Chief Managing Director Received Calls Transmitted Calls

Entities and their Attributes

Entity CallDetails

Attribute Name Call_id Comp_no Call_type Call_Pick Call_start Call_end Call_char Curr_date Ext_no Call_no Call_busy

Format int int int char char char char datetime int char bit

Length 4 4 4 8 8 8 50 8 4 50 1

Source Entity / Validation Rule Primary Key

Entity City_Divisions

Attribute name City_Div_id CD_Code CD_Name XEN_Code XEN_Name Phone_Office Phone_Res User_Id Entry_Time

Format int nvarchar nvarchar int nvarchar nvarchar nvarchar int smalldatetime

Length 4 50 50 4 50 50 50 4 4

Source Entity / Validation Rule Primary Key

Foreign Key [User_details]

Entity

Attribute name

Format int nvarchar nvarchar nvarchar nvarchar nvarchar

Length 4 50 255 15 50 255

Source Entity / Validation Rule Primary Key

Company_Profile Company_Id Name Address Phone URL Remarks

Entity

Attribute name

Format

Length

Source Entity /Validation Rule Primary Key Foreign Key [User_details]

Complaint_Snippets

Complaint_Snippet_Id Complaint_Snippet_Code Complaint_Snippet User_Id Entry_Time

int nvarchar nvarchar int smalldateti me

4 50 255 4 4

Entity

Attribute name

Format

Length

Source Entity/Validatio n Rule Primary Key

Complaint_Status Complaint_Status_Id Complaint_Status_Code Complaint_Status Consider_As User_Id Entry_Time

int nvarchar nvarchar nvarchar int smalldatetime

4 15 255 10 4 4

Foreign Key [User_details]

Entity Complaints

Attribute name Complaint_No Service_No Complaint_Date Complaint_Snippet_Id Remarks Complaint_Status_Id User_Id

Format int int smalldatetime int nvarchar int int

Length 4 4 4 4 255 4 4

Source Entity / Validation Rule Primary Key Foreign Key [Consumer] Foreign Key [Complaint_snippet] Foreign Key [Complaint_Status] Foreign Key [User_details]

Entry_time Escalate Esc_time Escalated_by Closed_time Closed_by confirmed Confirmed_time Confirmed_by Caller_id Finish_time New_Consumer

smalldatetime bit smalldatetime int smalldatetime int bit smalldatetime int nvarchar smalldatetime bit

4 1 4 4 4 4 1 4 4 50 4 1

Entity Connection_status

Attribute name Connection_Status_Id Connection_Status_Code

Format int nvarchar

Length 4 15

Source Entity / Validation Rule Primary Key

Connection_Status User_id Entry_time

nvarchar int smalldtaetime

255 4 4

Foreign Key [User_details]

Entity

Attribute name

Format int nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar

Length 4 10 50 50 10 10 10 10 25 100 10 50 50 50 50 10 50 10 10 50 50 50 10 10 50 50

Source Entity / Validation Rule Primary Key

Consumer Service_no SDOCODE BNDRNO ACTNNO CONS_STATE STAT_DATE STAT_REF CHKDIGIT name ADDRESS AREACODE VILL_CODE VILLCODE LOCNNO SLCNNO SERVNO OLDACNTNO FEDRCODE SCONO SCODATE CONNDATE TARIF_DATE TARF_CH EXM_ED KW_HP_KV LOAD_SANC

LOAD_CONN LOAD_CONN CONTR_DEM MIS_TARIFF LOAD_S_CH BILL_COPY AVERAGE AV_PF CIPT_YN CAP_STAT SECU_MAT BG_MAT DF_BD DF_ED ADJ_MONTH LOCK_UNIT LOCK_BD LOCK_ED SEAS_FROM SEAS_TO BACK_CODE BACK_BAL BACK_INSNO REFTOTAL INSTREFD AMTREFD BALSO INST_FIRST INST_SCND INST_THRD INST_CURNO INST_DATE INST_PAID READ_DATE BILL_DATE CHQ_DUE_DT CONSCODE CONSBILL UNIT_NEW N_OF_MONTH PF BD MIN_CHG MID_BD LOADSCHG FEUL_CH

nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar

50 50 50 50 50 50 50 10 50 50 50 50 50 50 50 50 50 10 10 10 10 10 10 10 10 10 10 10 10 10 10 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50

METER_RENT PW_FA_CH FIX_SV_CH HT_REBAT SD_DB_CD SD_DB_UNIT SD_DB_BD SD_DB_ED OS_BD OS_ED UNIT_ADJ BD_ADJ ED_ADJ OS_BDBAL OS_EDBAL NET_BD NET_ED MIN_UNIT Phone Transformer_No User_Id

nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar int

50 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50 10 50 255 4 4 8

Foreign Key [User_details] Foreign Key [Connection_Status]

Connection_Status_Id int Entry_time datetime

Entity

Attribute name

Format int nvarchar int

Length Source Entity / 4 50 4 Validation Rule Primary Key

Designation Des_id Designation Sort_order

Entity Escalation

Attribute name Esc_id Complaint_no Esc_date Staff_id Closed Closed_at Closed_by Actionperformed Actionperformed_at Actionperformed_by User_id Finish_Time

Format int int smalldatetime int bit int int bit smalldtaetime int int smalldatetime

Length 4 4 4 4 1 4 4 1 4 4 4 4

Source Entity / Validation Rule Primary Key Foreign Key [Mannual_Complaints]

Foreign Key [User_details]

Entity Hrs.Details

Attribute name Hrs_Id Hrs_Name

Format int int

Length 4 4

Entity Log_table

Attribute name Log_id Entry_time Qry User_Id

Format int smalldatetime ntext int

Length 4 4 16 4

Source Entity / Validation Rule

Foreign Key [User_details]

Entity NewConsumer

Attribute name Service_No SDOCODE BNDRNO ACTNNO name ADDRESS

Format numeric nvarchar nvarchar nvarchar nvarchar nvarchar

Length 9 10 50 50 50 100

Source Entity / Validation Rule Foreign Key [Consumer]

Phone nvarchar Transformer_NO nvarchar

50 255

Entity Paste Errors

Attribute name Closed_at

Format smalldatetime

Length 4

Entity

Attribute name

Format int nvarchar nvarchar int

Length 4 255 255 4

Source Entity / ValidationRrule

Schedule_Evet_Type Schedule_Evet_Type_Id Schedule_Evet_Type Schedule_Event User_Id Entry_time

Foreign Key [User_details]

smalldatetime 4

Entity

Attribute name

Format int int int nvarchar datetime nvarchar

Length Source Entity / Validation Rule 4 4 4 255 8 50

Schedule_Event Schedule_Event_Id Schedule_Event_Type_Id Zone_Id Remarks Schedule_Date Schedule_Time

Restoration_Time User_Id Entry_time

nvarchar int smalldatetime

50 4 4

Foreign Key [User_details]

Entity Shift

Attribute name Shift_id Shift

Format int nvarchar

Length 4 50

Entity Staff

Attribute name Staff_Id Name Designation SDO_Id Contact_No

Format int nvarchar int Int nvarchar

Length 4 50 4 4 50

Source Entity / Validation Rule

email Staff_Type_Id MailList User_Id Entry_time mgr_flag

nvarchar int bit int datetime nvarchar

255 4 1 4 8 50

Foreign Key [User_details]

Entity Staff_Type

Attribute name Staff_Type_Id Staff_Type_Code Staff_Type User_Id Entry_time

Format int nvarchar nvarchar int smalldatetime

Length 4 50 50 4 4

Source Entity / Validation Rule

Foreign Key [User_details]

Entity Sub_division

Attribute name SDO_Id SDO_Code Zone_New_Name CD_ID Zone_Old_Name Complaint_center User_Id Entry_time AEN_Name Phone_Office Phone_Res

Fformat int nvarchar nvarchar nvarchar nvarchar nvarchar int smalldatetime nvarchar nvarchar nvarchar

Length 4 50 50 50 50 50 4 4 50 50 50

Source Entity / Validation Rule

Foreign Key [User_details]

Entity Consumer 12

Attribute name Connection_Status_Id Entry_time Phone service_no Transformer_No User_Id SDOCODE

Format int smalldatetime nvarchar int nvarchar int nvarchar

Length 4 4 255 4 255 4 10

Source Entity / Validation Rule

Foreign Key [User_details]

BNDRNO CONS_STATE STAT_DATE STAT_REF CHKDIGIT name ADDRESS AREACODE VILL_CODE VILLCODE LOCNNO SLCNNO SERVNO OLDACNTNO FEDRCODE SCONO SCODATE CONNDATE TARIF_CODE TARF_CH EXM_ED KW_HP_KV LOAD_SANC LOAD_CONN CONTR_DEM MIS_TARIFF LOAD_S_CH BILL_COPY AVERAGE AV_PF CTPT_YN CAP_STAT SECU_AMT BG_AMT DF_BD ADJ_MONTH LOCK_UNIT LOCK_BD LOCK_ED SEAS_FROM SEAS_TO BACK_CODE BACK_BAL BACK_INSNO REFTOTAL AMTREFD

nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar

50 10 10 10 10 25 100 10 50 50 50 50 10 50 10 10 50 50 10 10 10 50 50 50 50 50 50 50 50 10 10 50 50 50 50 50 50 50 10 10 10 10 10 10 10 10

INST_FIRST INST_SCND INST_THRD INST_CURNO INST_PAID READ_DATE BILL_DATE CHQ_DUE_DT CAS_DUE_DT CONSCODE CONSBILL UNIT_NEW N_OF_MONTH PF BD MINCHG MID_BD LOADSCHG FUEL_CH METER_RENT PW_FA_CH FIX_SV_CH HT_REBATE ED SD_DB_UNIT SD_DB_ED OS_BD OS_ED UNIT_ADJ BD_ADJ ED_ADJ OS_BDBAL OS_EDBAL NET_BD NET_ED ID_NO MINUNIT

nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar

10 10 10 10 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50 10

Entity User_Type

Attribute name User_Type_Id User_Type

Format int nvarchar

Length 4 50

Source Entity / Validation Rule Primary Key

Entity User_Login_Details

Attribute name Format Id User_id Login_date Logout_date Shift_id Ext_No int int datetime datetime int char

Length 4 4 8 8 4 10

Source Entity / Validation Rule Primary Key Foreign Key [User_details]

Entity User_Details

Attribute name User_Id UserName Password FName LName Email ContactNo

Format int nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar

Length Source Entity / 4 50 50 50 50 50 15 Validation Rule Primary Key

User_Type_Id int

Entity Manual_Complaints

Attribute name Complait_no Service_no code_bndr SDOCode name phone address date complaint remark registered registered_by registered_at escalate escalated_by escalated_at closed closed_by close_at confirm confirm_by confirm_at caller_id Finish_Time

Format numeric nvarchar nvarchar nvarchar nvarchar nvarchar nvarchar dattime nvarchar nvarchar bit numeric datetime bit numeric datetime bit numeric datetime bit numeric datetime nvarchar smalldatetime

Length 9 50 50 10 255 50 100 8 100 255 1 9 8 1 9 8 1 9 8 1 9 8 50 4

Source Entity / Validation Rule Primary Key Foreign Key [Consumer]