Understanding the Dashboard

Dashboard Overview

Your dashboard is the central hub for managing customer complaints. Here's what you'll see:

Main Sections

Section	What It Shows
Summary Cards	Quick stats - open complaints, resolved today, response time
Recent Complaints	Latest complaints requiring attention
Quick Actions	Common tasks like viewing all complaints, settings
Analytics	Trends and metrics (resolution rate, common issues)

Navigation

• Home - Dashboard overview

• Complaints - Full list of all complaints

• Redeem - Staff redemption mode

• Settings - Business configuration

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Complaint Statuses Explained

Every complaint has a status that tells you where it is in the resolution process:

Status	Meaning	Action Needed?
Pending	AI suggested an offer, waiting for your approval	Yes - Review and approve/deny
Resolved	Offer approved and sent to customer	No - Complete
Escalated	Customer requested manager contact or issue is severe	Yes - Personal response needed
Denied	You denied the AI's suggested offer	Maybe - Consider replying
Feedback	Customer left feedback after resolution	No - Review for insights

Status Colors

• 🟡 Yellow - Pending (needs attention)

• 🟢 Green - Resolved (complete)

• 🔴 Red - Escalated (urgent)

• ⚫ Gray - Denied

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Filtering & Searching

Filter by Status

1. Go to Complaints tab

2. Tap the status filter chips at the top:

   • All | Pending | Resolved | Escalated | Denied

3. List updates instantly

Filter by Location

If you have multiple locations:

1. Tap the Location dropdown

2. Select a specific location or "All Locations"

Filter by Date

1. Tap the Date filter

2. Choose: Today, This Week, This Month, Custom Range

Search

Use the search bar to find complaints by:

• Customer name

• Customer email

• Keywords in the complaint

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Analytics & Metrics

Key Metrics

Metric	What It Means	Good Target
Resolution Rate	% of complaints resolved vs total	> 90%
Avg Response Time	Time from complaint to resolution	< 2 hours
Redemption Rate	% of offers actually redeemed	> 60%
Repeat Complaints	Same customer complaining again	< 5%

Viewing Analytics

1. Tap Analytics (or chart icon)

2. Select time period (Week, Month, Year)

3. View charts showing:

   • Complaints over time

   • Most common categories

   • Resolution trends

   • Offer redemption rates