Grievance Tracker · Architecture

How it works

← Agent overview

Complaints handled

237

today

SLA compliance

94%

resolved within TAT

L2+ escalations

to dept head / nodal

CSAT score

4.2

out of 5

End-to-end agent workflowFull orchestration pipeline

Complaint → Resolution / IOS

Omni-channel complaint intake (email/call/portal/social), AI classification and urgency scoring, auto-assignment by skill matrix, SLA tracking with L1/L2/L3 escalation at 50%/80%/100% thresholds, resolution quality check, customer confirmation loop, root cause tagging, and RBI IOS report generation.

Workflow execution sequence

Node types & classificationsStartLLM Decision PointDecision GateEscalationOutcomeHuman-in-the-LoopProvision / Protocol