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

Line Staff
Escalated to

Corrected / Informed

Interface between different Modules

Escalates
with in 5
minutes

Line Staff

Supervisor
If not
escalated in
5 minutes
then after 2
Hrs.

Server
Reads Complaints
Forwarded to JEN

After 4 Hrs
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

Possesses the whole

Control

Supervisor

Escalates the complaints

Agent

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

Entity
City_Divisions

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

Attribute name
City_Div_id
CD_Code
CD_Name
XEN_Code
XEN_Name
Phone_Office
Phone_Res
User_Id

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

Length

Validation Rule
Primary Key

4
4
4
8
8
8
50
8
4
50
1

Format
int
nvarchar
nvarchar
int
nvarchar
nvarchar
nvarchar
int

Source Entity /

Length
4
50
50
4
50
50
50
4

Source Entity /
Validation Rule
Primary Key

Foreign Key
[User_details]

Entry_Time

smalldatetime

Entity

Attribute name

Company_Profile Company_Id
Name
Address
Phone
URL
Remarks

Entity

Format
int
nvarchar
nvarchar
nvarchar
nvarchar
nvarchar

Attribute name

Length

Source Entity /
Validation Rule
Primary Key

4
50
255
15
50
255

Format

Length

Source
Entity
/Validation

Complaint_Snippets

Complaint_Snippet_Id
Complaint_Snippet_Code
Complaint_Snippet
User_Id

int
nvarchar
nvarchar
int

4
50
255
4

Entry_Time

smalldateti

Rule
Primary Key
Foreign Key
[User_details]

me

Entity

Attribute name

Format

Length

Source
Entity/Validation

Complaint_Status Complaint_Status_Id
Complaint_Status_Code
Complaint_Status
Consider_As
User_Id

int
nvarchar
nvarchar
nvarchar
int

4
15
255
10
4

Rule
Primary Key

Foreign Key
[User_details]

Entry_Time

Entity
Complaints

Attribute name
Complaint_No
Service_No

smalldatetime

Format
int
int

Length

Source Entity /

4
4

Validation Rule
Primary Key
Foreign Key
[Consumer]

Complaint_Date
Complaint_Snippet_Id

smalldatetime
int

4
4

Foreign Key
[Complaint_snippet]

Remarks
Complaint_Status_Id
User_Id

nvarchar
int
int

255
4

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

Entity
Connection_status

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

Attribute name
Connection_Status_Id

Format
int

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

Length

Source Entity /

Validation Rule
Primary Key

Connection_Status_Code
Connection_Status
User_id

nvarchar
nvarchar
int

15
255
4

Foreign Key
[User_details]

Entry_time

Entity

Attribute name

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

smalldtaetime

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

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

Source Entity /
Validation Rule
Primary Key

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

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
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

FEUL_CH
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
nvarchar

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

Foreign Key

Connection_Status_Id int

[User_details]
Foreign Key

Entry_time

int

[Connection_Status]
datetime

Entity

Attribute name

Designation Des_id
Designation
Sort_order

Format

Lengt

Source Entity /

int
nvarchar
int

h
4
50
4

Validation Rule
Primary Key

Entity

Attribute name

Format

Length

Source Entity /

Escalation

Esc_id
Complaint_no

int
int

4
4

Validation Rule
Primary Key
Foreign Key
[Mannual_Complaints]

Esc_date
Staff_id
Closed
Closed_at
Closed_by
Actionperformed
Actionperformed_at
Actionperformed_by
User_id

smalldatetime
int
bit
int
int
bit
smalldtaetime
int
int

4
4
1
4
4
1
4
4
4

Foreign Key
[User_details]

Finish_Time

Entity
Hrs.Details

Attribute name
Hrs_Id
Hrs_Name

smalldatetime

Format
int
int

Length
4
4

Entity

Attribute name

Format

Length

Source Entity /
Validation Rule

Log_table

Log_id
Entry_time
Qry
User_Id

int
smalldatetime
ntext
int

4
4
16
4

Foreign Key
[User_details]

Entity
NewConsumer

Attribute name

Format

Length

Source Entity /
Validation Rule
Foreign Key

Service_No

numeric

SDOCODE
BNDRNO
ACTNNO
name

nvarchar
nvarchar
nvarchar
nvarchar

10
50
50
50

[Consumer]

ADDRESS
nvarchar
Phone
nvarchar
Transformer_NO nvarchar

Entity
Paste Errors

Attribute name
Closed_at

Entity

Attribute name

100
50
255

Format
smalldatetime

Length
4

Format

Length

int
nvarchar
nvarchar
int

4
255
255
4

Source Entity /
ValidationRrule

Schedule_Evet_Type Schedule_Evet_Type_Id
Schedule_Evet_Type
Schedule_Event
User_Id

Foreign Key
[User_details]

Entry_time

Entity

Attribute name

Schedule_Event Schedule_Event_Id
Schedule_Event_Type_Id
Zone_Id
Remarks
Schedule_Date

smalldatetime 4

Format

Lengt

Source Entity /

h
4
4
4
255
8

Validation Rule

int
int
int
nvarchar
datetime

Schedule_Time
Restoration_Time
User_Id

nvarchar
nvarchar
int

50
50
4

Foreign Key
[User_details]

Entry_time

Entity
Shift

smalldatetime

Attribute name
Shift_id
Shift

Format
int
nvarchar

Entity

Attribute name

Format

Length

Staff

Staff_Id
Name
Designation

int
nvarchar
int

4
50
4

Length
4
50

Source Entity / Validation

Rule

SDO_Id
Contact_No
email
Staff_Type_Id
MailList
User_Id

Int
nvarchar
nvarchar
int
bit
int

4
50
255
4
1
4

Entry_time
mgr_flag

datetime
nvarchar

8
50

Foreign Key
[User_details]

Entity

Attribute name

Format

Length

Source Entity /
Validation Rule

Staff_Type

Staff_Type_Id
Staff_Type_Code
Staff_Type
User_Id

int
nvarchar
nvarchar
int

4
50
50
4

Foreign Key
[User_details]

Entry_time

smalldatetime

Entity

Attribute name

Fformat

Length

Sub_division

SDO_Id
SDO_Code
Zone_New_Name
CD_ID
Zone_Old_Name
Complaint_center
User_Id

int
nvarchar
nvarchar
nvarchar
nvarchar
nvarchar
int

4
50
50
50
50
50
4

Source Entity /
Validation Rule

Foreign Key
[User_details]

Entry_time
AEN_Name
Phone_Office
Phone_Res

Entity

Attribute name

smalldatetime
nvarchar
nvarchar
nvarchar

Format

4
50
50
50

Length

Source Entity /
Validation Rule

Consumer 12

Connection_Status_Id
Entry_time
Phone
service_no
Transformer_No
User_Id

int
smalldatetime
nvarchar
int
nvarchar
int

4
4
255
4
255
4

Foreign Key
[User_details]

SDOCODE

nvarchar

10

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

Entity
User_Type

Attribute name
User_Type_Id
User_Type

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

Format
int
nvarchar

Length
4
50

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

Source Entity / Validation

Rule
Primary Key

Entity

Attribute name

Format

Length

Source Entity /

User_Login_Details

Id
User_id

int
int

4
4

Validation Rule
Primary Key
Foreign Key

Login_date
Logout_date
Shift_id
Ext_No

datetime
datetime
int
char

8
8
4
10

[User_details]

Entity
User_Details

Attribute

Format

Lengt

Source Entity /

name
User_Id
UserName
Password
FName
LName
Email

int
nvarchar
nvarchar
nvarchar
nvarchar
nvarchar

h
4
50
50
50
50
50

Validation Rule
Primary Key

ContactNo
User_Type_Id

nvarchar
int

15
4

Entity

Attribute name

Format

Length

Source Entity /

Manual_Complaints

Complait_no
Service_no

numeric
nvarchar

9
50

Validation Rule
Primary Key
Foreign Key

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

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

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

[Consumer]