Kanban View

The Kanban view offers an intuitive visualization of the complaint workflow, allowing teams to effectively track and manage their workload.

Presentation

The Kanban board organizes complaints into columns corresponding to workflow phases:

┌────────────┐  ┌────────────┐  ┌────────────┐  ┌────────────┐  ┌────────────┐
│  RECEIPT   │  │ EVALUATION │  │INVESTIGATION│ │ RESOLUTION │  │  CLOSURE   │
├────────────┤  ├────────────┤  ├────────────┤  ├────────────┤  ├────────────┤
│ ┌────────┐ │  │ ┌────────┐ │  │ ┌────────┐ │  │ ┌────────┐ │  │ ┌────────┐ │
│ │PLT-001 │ │  │ │PLT-002 │ │  │ │PLT-003 │ │  │ │PLT-004 │ │  │ │PLT-005 │ │
│ │Payment │ │  │ │Eligib. │ │  │ │Regist. │ │  │ │Mobile  │ │  │ │Info    │ │
│ │High    │ │  │ │Medium  │ │  │ │Urgent  │ │  │ │Low     │ │  │ │Medium  │ │
│ └────────┘ │  │ └────────┘ │  │ └────────┘ │  │ └────────┘ │  │ └────────┘ │
│ ┌────────┐ │  │            │  │            │  │ ┌────────┐ │  │            │
│ │PLT-006 │ │  │            │  │            │  │ │PLT-007 │ │  │            │
│ │Other   │ │  │            │  │            │  │ │Payment │ │  │            │
│ │Low     │ │  │            │  │            │  │ │High    │ │  │            │
│ └────────┘ │  │            │  │            │  │ └────────┘ │  │            │
└────────────┘  └────────────┘  └────────────┘  └────────────┘  └────────────┘

Accessing the Kanban View

1. Go to menu GRM - Complaints → Complaints
2. Click the Kanban icon in the toolbar (next to the List icon)
3. The Kanban board displays with all active complaints

Switch between views

You can easily switch between List and Kanban views using the icons in the toolbar.

Kanban Columns

Each column represents a workflow phase:

Column	Description	Typical Actions
Receipt	Newly registered complaints	Initial evaluation, triage
Evaluation	Complaints under analysis	Information verification
Investigation	In-depth research in progress	Evidence collection, contacts
Resolution	Solution being implemented	Corrective action
Closure	Awaiting final validation	Notification, archiving

Complaint Cards

Each complaint is represented by a card containing:

• Reference: Unique identifier (e.g., PLT-2024-00123)
• Category: Colored badge (Payment, Eligibility, etc.)
• Priority: Visual indicator
  • 🔴 Urgent
  • 🟠 High
  • 🟡 Medium
  • 🟢 Low
• Complainant: Claimant's name
• Assigned agent: Avatar or initials
• Deadline: Due date with delay indicator
• Time remaining: Countdown to deadline

Visual Indicators

Indicator	Meaning
Red border	Deadline exceeded
Orange border	Deadline approaching (< 24h)
"Escalated" badge	Escalated complaint
"Sensitive" badge	SEA/SH complaint

Drag & Drop

Moving a complaint

1. Click and hold on a card
2. Drag it to the target column
3. Release to confirm the phase change

Restrictions

Some transitions are not allowed:

• Return to a previous phase (except for supervisors)
• Direct passage from Receipt to Closure
• Moving complaints assigned to another agent

Valid Transitions

Receipt → Evaluation → Investigation → Resolution → Closure
               ↓                            ↓
           Resolution ←────────────────────┘

Filters

By agent

• My complaints: Shows only your assigned complaints
• Team: Your team's complaints
• All: All visible complaints

By priority

Filter by priority level:

• Urgent
• High
• Medium
• Low

By category

Filter by complaint type:

• Payment
• Eligibility
• Registration
• Mobile Money
• Documents
• Information
• Other

By period

• Today
• This week
• This month
• Custom period

Kanban Statistics

At the top of the board, a summary displays:

• Total: Total number of displayed complaints
• By phase: Counter per column
• Overdue: Number of complaints past deadline
• Urgent: Number of priority complaints

Actions from Kanban

Opening a complaint

Click on a card to open the detail panel with:

• Complete information
• Action history
• Processing form

Quick actions

Hover over a card to access quick actions:

• View details: Open complete details
• Assign: Change responsible agent
• Escalate: Escalate the complaint
• Change priority: Modify urgency

Best Practices

Work Organization

1. Start from the left: Process Receipt complaints first
2. Priority to urgent: Red cards first
3. Limit work in progress: Don't take too many complaints simultaneously
4. Flow fluidity: Avoid bottlenecks

Team Management

For supervisors:

1. Monitor columns: Identify overloaded phases
2. Balance the load: Reassign if necessary
3. Handle delays: Intervene on red complaints
4. Follow trends: Analyze recurring patterns

Limits and Performance

• Maximum display: 100 cards per column
• Refresh: The board refreshes every 30 seconds
• Offline mode: Not available (requires connection)

Performance tip

Use filters to reduce the number of displayed cards and improve performance.

Keyboard Shortcuts

Shortcut	Action
K	Switch to Kanban view
L	Switch to List view
F	Open filters
R	Refresh the board
Esc	Close detail panel