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Modify a Complaint

Use the Edit Complaint dialog box to modify a complaint for the account displayed in the Work Form.

To modify a complaint

  1. In the Task Panel navigation tree, click Complaints.

Complaints panel

  1. In the data grid, click the complaint and then click Edit.

Edit Complaint dialog box

Tip: To collapse or expand a section, click the section title.

Summary

Complaint ID: Unique code that Latitude assigns to identify 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: Complaint received date. If an inbound document generated the complaint, ECMS populates this date. Otherwise, you populate it.

Priority: Priority in which 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, Capquest, 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.

Date Closed: Complaint closed date. When you specify the complaint outcome. Latitude populates this box with the current date.

Recourse Date: Recourse approval date.

Compensation Amount: Amount of compensation the customer received.

  1. Modify the information and then click Save.

Related Topics

Add a Complaint

Close a Complaint

Reopen a Complaint

Complaints

Complaint Categories