Turn Around Time (TAT) Settings

Configure the expected time for various operations. These settings affect due dates and overdue calculations.

business days from order
Orders delivered within this many business days are considered "on time".
days after delivery
Installation is marked overdue if not completed within this many days after delivery.
months after order
First AMC service is due this many months after the order date.
months after order
Second AMC service is due this many months after the order date.
months after order
Orders without AMC become due for sales contact after this many months.
Complaint SLA Settings

Configure Service Level Agreement (SLA) targets for complaint handling.

hours
Complaints should receive first response within this many hours.
days
Complaints should be resolved within this many days.
Team Assignment Configuration

Configure which team members can be assigned to each task type. Enable auto-assign for automatic round-robin distribution on new items created manually.

Hold Ctrl/Cmd to select multiple users. 2 selected.
Hold Ctrl/Cmd to select multiple users. 2 selected.
Hold Ctrl/Cmd to select multiple users. 2 selected.
Hold Ctrl/Cmd to select multiple users. 2 selected.
Hold Ctrl/Cmd to select multiple users. 2 selected.
Last updated: Apr 18, 2026 14:36
Complaint Categories

Manage complaint categories (L1) and sub-categories (L2). Hidden categories won't appear in dropdowns but existing data is preserved.

L1 - Categories
Order Category Status
AMC Issue
Billing/Payment
Customer Service
Delivery Issue
Missing Parts
Noise Issue
Performance Issue
Product Quality
Warranty Claim
Wrong Product
Product Issue
Installation Issue
Logistic Issue
Usage Issue
Others
L2 - Sub-Categories
Order Sub-Category Status
Delayed Delivery
DEMO (Product/Remote)
Escalation
Estimated Delivery
Feedback
Filter query
Flaps out
Follow-up Required
Information Only
Light/LED Issue
Lights not working
Low Airflow
Missing Item
Mounting Issue
Other
Re-installation Required
Refund Required
Remote Control Issue
Repair Required
Replacement
Technician Visit Required
Delayed Shipment
Fan not working
Flap not working
Installation query
Invoice
Light is not working
Loose Lock/Wire
Not enough Airflow
Others
Parts Missing
Damaged Product
Product Damaged
Product Demo/query
Product not working
Remote not working
Return and Refund
Service and AMC
Noise issue
Help
How TAT Settings Work
  • Delivery TAT: Expected days from order to delivery. Used for on-time delivery calculations.
  • Installation TAT: After an order is delivered, installation is expected within this period. Installations not completed by then appear as "Overdue" in the dashboard.
  • AMC Service 1: First complimentary service visit. Dashboard shows orders hitting this milestone.
  • AMC Service 2: Second complimentary service visit. Dashboard shows orders hitting this milestone.
  • AMC Sales Contact: When to contact customers without AMC for potential sales.
Complaint SLA
  • First Response SLA: New complaints should receive initial response within this time. Dashboard shows % meeting SLA.
  • Resolution SLA: Complaints should be resolved within this time. Complaints exceeding this appear as "Overdue".
Team Assignments
  • Assignable Members: Select which team members can be assigned to each task type. Only selected members appear in assignment dropdowns.
  • Auto-Assignment: When enabled, new items are automatically assigned using round-robin distribution among team members.
  • Round-Robin: Each new item goes to the next person in rotation, ensuring fair workload distribution.
  • Note: Auto-assignment only applies to manually created items, not items synced from ERP.
Complaint Categories
  • L1 Categories: Primary complaint classification (e.g., Product Issue, Installation Issue).
  • L2 Sub-Categories: More specific issue types (e.g., Fan not working, Remote not working).
  • Sort Order: Lower numbers appear first in dropdowns. Update and save to reorder.
  • Hide/Show: Hide categories you don't need. Hidden categories won't appear in forms but existing data is preserved.
  • Add New: Type a name and click Add to create new categories.