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Home > Tech Writers Hub > Knowledge Services Sandbox > Aria Media Publishing Suite > Aria Media and Publishing Suite (AMPS) - Complaint Management

Aria Media and Publishing Suite (AMPS) - Complaint Management

This article applies to:Aria Crescendo

Overview

The Complaint Management component of AMPS provides functionality to handle complaints received from end-customers directly via the web or via CSR staff. The complaints can be communicated to the delivery partner for analysis and redelivery if required. Complaint Management provides the following major capabilities:

  • Complaints - the solution allows end-customers or CSR staff to create complaints for various reasons. For example, missing delivery, newspaper was wet, or the service did not work as expected/intended. End-customers are only able to select certain complaint codes when creating a complaint. A CSR creating a complaint is able to use any complaint code.

Complaint Management

The Complaint Management component consists of the services and processes shown in the below diagram.

Each of the services and processes in support of this functionality is described below:

Manage Complaints [CompManageComplaints]

"Manage Complaints" is a service that is used to ADD, MODIFY or REMOVE complaints for a given account and subscription. The service is also able to compensate the customer if so required.

Retrieve Complaints [CompRetrieveComplaints]

"Retrieve Complaints" is a service that is used to retrieve complaints registered in the solution for a given account and subscription.

Manage Complaint Codes [CompManageComplaintCodes]

"Manage Complaint Codes" is a service that is used to ADD, MODIFY or REMOVE complaint codes and details on how the complaint codes are managed. 

Retrieve Complaint Codes [CompRetrieveComplaintCodes]

"Retrieve Complaint Codes" is a service that is used to retrieve complaint codes registered within the system. 

Process Complaints [CompProcessComplaints]

"Process Complaints" is a process that will run on a schedule and will process all complaints for sending relevant date to distribution systems in use for each title. The actual formatting of the files is dependent on the distribution system in use. Currently it supports generating two different files, namely a complaints file and a redelivery file. 

Generate Complaints File [CompProcessComplaintsComplForDI]

This process is called for each title and is responsible for generating and sending the Complaints file to the distribution system identified by distribution system "DI-BATCH".

Generate Redelivery File [CompProcessComplaintsRedistForDI]

This process is called for each title and is responsible for generating and sending the Redelivery file to the distribution system identified by distribution system "DI-BATCH".

Note: See "Interface and Integration Definitions for Complaint Management" for the API methods used for Complaint Management when integrating with AMPS.


 

 


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