Complaint Reporting
Overview
The Complaint Report gives you a data-driven view of your support operations. Use it to measure team performance, identify recurring issues, and make informed decisions about staffing and service improvements.
Accessing the Report
Navigate to Complaints → Reports. The report page loads with the current month pre-selected.
Filters
Before generating the report, set your desired scope using the available filters:
| Filter | Description |
|---|---|
| Department | Restrict the report to a single department, or leave blank to include all departments. |
| Category | Drill into a specific issue type. |
| Date range / Period | Choose a start and end date, or select a preset period (e.g. this month, last month, this year). |
Click Generate Report to refresh the results.
Report Sections
Complaint Count by Department
A table showing how many complaints were received by each department during the selected period. Helps you understand which teams carry the heaviest support load.
Complaint Count by Category
A breakdown of complaint volumes by issue type. This is the most useful view for identifying recurring problems — if one category consistently tops the list, it points to a systemic issue worth investigating.
Complaint Count Over Time
A timeline view of complaint volumes across the selected period. Spikes in the chart may correspond to network outages or billing events, helping you correlate support load with operational events.
Resolution Rate
The percentage of complaints that were resolved during the period, compared with those still open or pending. A high resolution rate indicates an effective support team; a low rate may signal understaffing or escalation bottlenecks.
Average Resolution Time
The average time elapsed between a complaint being created and being marked as resolved. Tracking this metric over time shows whether your team is resolving issues faster or slower. You can compare resolution times across departments to identify where improvements are needed.
Using the Report to Improve Service
- If No Internet or Slow Speed complaints spike on a regular basis, investigate your network infrastructure or alert your NOC team.
- If Billing Issue complaints are high, review your billing automation configuration and customer invoice clarity.
- Compare resolution rates between departments to allocate staff training resources where they are most needed.
- Use month-over-month trends to set and measure team performance targets.