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DIGIT Complaint Management
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Vikram Mehta
Platform Administrator
Platform Administration
ADMIN CONSOLE
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Roles & Permissions

Manage the catalog of roles that can be assigned to console users, and review the permissions granted to each role.

Role catalog
State Administrator
SCOPE · ACCOUNT
15 perms

Full account-wide authority. Manages users, roles, configuration, and oversees all complaints across departments.

Department Administrator
SCOPE · DEPARTMENT
12 perms

Manages users, workflows, and complaints within a single department. Cannot alter account-level configuration.

Supervisor
SCOPE · TEAM
8 perms

Oversees a team of officers and agents. Reassigns work, monitors SLAs, and approves escalations.

Complaint Officer
SCOPE · INDIVIDUAL
2 perms

Handles assigned complaints end-to-end: triage, investigation, communication, and resolution.

Call Centre Agent
SCOPE · INDIVIDUAL
1 perms

Captures complaints from inbound calls and citizen interactions. Routes intake to the appropriate queue.

Permission matrix
Permission	State Administrator	Department Administrator	Supervisor	Complaint Officer	Call Centre Agent
USERS & ACCESS
View users	
	
	
	
	

Create, edit & archive users	
	
	
	
	

Manage roles & permissions	
	
	
	
	

COMPLAINTS
View all complaints	
	
	
	
	

Register new complaints	
	
	
	
	

Assign & reassign complaints	
	
	
	
	

Resolve & close complaints	
	
	
	
	

Approve escalations	
	
	
	
	

CONFIGURATION
Configure workflows	
	
	
	
	

Manage categories & SLAs	
	
	
	
	

Configure channels & sources	
	
	
	
	

Manage integrations	
	
	
	
	

MONITORING
View dashboards	
	
	
	
	

Export reports	
	
	
	
	

View audit log	
	
	
	
	
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