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The User Complaint screen consists of two parts.
1.
Option Bar
Period Filter
– displays only the complaint records within the
defined
period
Status Filter
– displays the corresponding complaint records
according to the selected case status
New Complaint Button
– starts a new complaint case.
2.
Complaint List
The complaint list normally displays all the complaint records of all time
and all status by default. The summary information for each
complaint
item includes the Subject Name, Ticket ID, User
’s Account
ID, Date, and
the Case Status.
There are four kinds of the case status:
Open
– indicates the complaint case has been started but not
processed yet
Suspended
– indicates the complaint case is being processed
Waiting Customer Reply
– indicates the complaint has
been
replied by the service personnel, and requires feedback
from the
customer
Closed
– indicates the complaint case has been processed,
solved,
and ended
Figure 10-2
Sample Complaint Screen
