- ContentsQuick LinksAccount Analysis landing page Accounting landing page AIM help AIM Receiver help Arrangements landing page Batch Processing landing page Custodian help Dashboard help Data Exchange landing page Dialer Campaigns landing page Exchange Manager help Invoices help Latitude help Latitude Console help Letter Console help Letters landing page Link Console help List Builder help Portfolio Manager help Reporting Console help Reporting landing page WorkFlow Designer help Work Queues landing page
Template
Add a Complaint
Use the Add Complaint dialog box to add a complaint for the account.
To add a complaint
-
In the Task Panel navigation tree, click Complaints.
-
Under the data grid, click Add.
Tip: To collapse or expand a section, click the section title.
Summary
Document ID: Code that identifies the document to associate to the complaint.
Owner: Complaint department staff assigned to the complaint.
Status: Status of the complaint.
Category: Complaint category, such as branch or department.
Type: Type of complaint, such as human or system error.
Dissatisfaction: If selected, the customer is dissatisfied.
Grievances: List of the customer's grievances.
Date Received: Date your organization received the complaint. If an inbound document generated the complaint, ECMS populates this date. Otherwise, you populate it.
Priority: Priority level that determines when the Complaint Department works the complaint. Latitude populates this box.
SLA Days Remaining: Number of days remaining until you breach the Service Level Agreement (SLA). Latitude subtracts the complaint received date from the current date to calculate this value.
SLA Days: Number of days after receiving the complaint that you have to resolve it before breaching the SLA. Latitude populates this box.
Complaint Details: Details regarding the complaint.
Date Processed: Date your organization processed the complaint.
Referred By: Person who referred the complaint, such as third party, client, or user.
Investigation
Complaint Against Type: Category for who or what the complaint is against, such as third party, branch, department, or user.
Investigation to Date: Information regarding the complaint investigation from the beginning to the current date.
Complaint Against: Who or what the complaint is against. The values available are based on the complaint type selected.
Conclusion
Complaint Outcome: Outcome of the complaint, such as training required or disciplinary action.
Root Cause: Root cause of the complaint.
Conclusion: Based on the investigation, the conclusion regarding the complaint.
Complaint Justified: Indicates whether the complaint is justified.
Recourse Date: Recourse approval date.
Compensation Amount: Amount of compensation the customer received.
-
Complete the information and then click Save.