Complaints and incidents
Logging and resolving client complaints, which are never deleted, and the operations incidents LegalBook opens automatically.
For: OwnerStaff
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Complaints
A complaint about the service, from a client or caller, is logged and worked to a resolution. Complaints are never deleted: there is no delete action anywhere.
Log a complaint
Reception, production and supervisors can log a complaint from Complaints.
- Describe the complaint. The description is append-only once saved.
- Set severity and category.
- Link the call or message it came from, if there is one.
Reception cannot name the worker a complaint is about. A supervisor attributes it.
Work a complaint
A complaint moves through open, acknowledged, in progress, resolved and closed. Each has an owner for service recovery and a response deadline by severity; LegalBook alerts when a response is overdue.
Closing needs supervisor permission and the firm's waiting period after resolution; the button shows the time left. The communications about the complaint are kept with it.
The worker a complaint is about never sees the complaint.
Operations incidents
An operations incident records a problem affecting the operation itself: a staffing shortfall, a growing queue backlog, a burst of service-level breaches, many leases expiring at once after a network outage, or a background job failing repeatedly. LegalBook opens most incidents automatically when a threshold is crossed, and closes queue incidents once the queue has been back under the threshold for 15 minutes. Supervisors can open one by hand.
Supervisors work incidents from Incidents: mitigate with a note, then resolve. Rebalance opens the reassignment console with the incident's queue selected.