Context Options for COM Investigator Screen

The following table describes the filters that you can use when searching for feedback.

Table 1. Context Options
Filter Description
Pending This filter applies to the status of the feedback record:
  • All - If selected, the system searches through all feedback records. This is the default.
  • Open - If selected, the system searches only through feedback records that have been closed. (The IsClosed option has been selected in the Feedback pane.)
  • Closed - If selected, the system searches only through feedback records that have been closed.
Active This option is selected if the action is still active. It should be cleared when the investigation is completed.
The check box has three states:
  • If selected, the feedback with action items that are Active is displayed.
  • If it appears shaded, there are action items that are inactive.
  • If clear, the filter is not in use.
Investigation Complete This filter applies to the status of the actions associated with each subject of a feedback record.
The option may be in any of the following states:

  • Clear (not selected): To see all feedback records, leave the option clear.

  • Selected (black check mark): To see feedback records with actions that have been completed, select the option, for example, the Investigation Complete option has been marked in the Action sheet. A subject may have several actions required to resolve it and that the actions may not be completed all at the same time.

  • Selected (gray check mark): To see feedback records with actions that have not been completed, select the black check mark until it is replaced with a gray check mark.
Response Required

This filter applies to the subjects associated with each feedback record.

The option may be in any of the following states:
  • Clear (not selected): To see all the feedback records, leave the option clear.
  • Selected (black check mark): To see the feedback records with subjects that require a response to the client who provided the feedback, select the option, for example, the Response Required option has been marked in the Feedback sheet.
  • Selected (gray check mark): To see the feedback records with subjects that do not require a response, select the black check mark until it is replaced with a gray check mark.
Valid

This filter applies to the status of the subjects associated with each feedback record.

The option may be in any of the following states:
  • Clear (not selected): To see all feedback records, leave the option clear.
  • Selected (with black check mark): To see feedback records with subjects that are valid, select the option, for example, the Valid option has been selected in the Subject sheet. Note that a feedback record may have several subjects and not all may be valid. If any subject associated with the record is open, all the subjects are displayed.
  • Selected (with gray check mark): To see feedback records with subjects that are not valid, select the black check mark until it is replaced with a gray check mark.
Customer Contacted

This filter applies to the subjects associated with each feedback record.

The option may be in any of the following states:
  • Clear (Not selected): To see all feedback records, leave the option clear.
  • Selected (with black check mark): To see feedback records where the customer has been contacted as requested, select the option, for example, the Customer Contacted option has been selected in the Feedback sheet by default.
  • Selected (with gray check mark): To see feedback records where the customer has not been contacted as requested, select the black check mark until it is replaced with a gray check mark.
Feedback ID Identifier of feedback record.

Date Type (Used concurrently with From Date/To Date fields)
The different types of dates are:
  • Date Logged (set as the default): Displays feedback logged into the system within a specified date range.
  • Date Received: Displays feedback received at the transit site/customer service department within a specified date range.
  • Incident Date: Displays feedback with incidents occurring within the specified date range.
  • Target Date: Displays feedback with target dates that fall within the date range.

  • Not to Use: If selected, the From Date and To Date fields are not activated. (Choose this option if you do not want to use the date range fields.)
From Date/To Date Shows the feedback within the specified date range as per the Date Type option.
Call Taker

Shows the list of call takers who entered feedback into the system. Select the call taker whose feedback you want to view or type the user login name of the call taker. When you choose All, all feedback records are shown.
Priority Shows the list of priority types, for example, High, Medium or Low. (These options are set as ancillary data.)
Type Shows the list of Feedback types, for example, Complaint or Commendation.
Sub Type

This field is shown instead of the Report Group field if the Use Report Group instead of Feedback Subtype on F3 context window context property is not selected .

Shows the list of Feedback subtypes of the selected Feedback Type.
Note: If you selected a feedback type in the Type filter, only the subtypes pertaining to it appear in the Sub Type list.
Report Group

This field is shown instead of the Sub Type field if the Use Report Group instead of Feedback Subtype on F3 context window context property is selected.

When you change the Report Group, the list of Feedback subtypes that are valid for the division and department associated with the selected report group are shown. COM checks the Feedback Responsibilities list and updates the fields with the values associated with the new report group.
Com Mode Shows the list of modes through which feedback was conveyed, for example, email, letter, or phone.
Customer Shows the list of customers from which feedback originated.
Employee Shows the list of employees for whom feedback was provided. Do one of the following steps:
  1. Type the employee’s name.
  2. Type a forward slash or the first letter of the employee.
  3. Click Find to display a list of employees from which you can select the employee’s name.
Empl Group

Shows the Employee Groups to which the employees belong.
Investigator Shows the list of investigators associated with the feedback records. When you choose All, the feedback assigned to all investigators is shown.
Pass Client
Shows the list of PASS clients associated with the submitted feedback. Do one of the following steps:
  1. Type the name of the client.
  2. Type a forward slash or the first letter of the client
  3. Click Find to display a list of all PASS clients who have submitted feedback into the system.
Note: The system is case-sensitive. Type names with the appropriate upper or lower case letters.
Provider

Shows the list of providers associated with the submitted feedback.
Route Shows the list of routes associated with the submitted feedback.
Action Type Shows the list of action types applied to feedback that has been investigated and acted on. When you choose All, feedback with any action type is shown.
Department

Shows the list of departments to which feedback has been assigned. When you choose All, the feedback of all departments is shown.
Division Shows the list of divisions to which feedback has been assigned. When you choose All, the feedback for all divisions is shown.
Workflow Shows the list of types of work flow. When you choose All, the feedback with all types of work flow is shown.
State Shows the types of state, for example, Added. When you choose All, the feedback with the different types of state is shown.
Show first/last feedbacks only

Sets the number of feedback records you want to view. (To specify the set of feedback records you want to view, select the appropriate option: first or last. To view all records, enter “0”.)

Note: If you have a large number of records and you choose to see all of them, COM may appear slow since the system has to fetch, sort, and display a large amount of data.