# 3. Add Dept & Complaints

## Overview

This phase creates the core masters used by CMS. These masters drive routing and SLA.

### 3.1 What you’ll create

You will create:

* Departments (Water, Sanitation, Electricity, etc.)
* Designations (Engineer, Manager, Supervisor, etc.)
* Complaint Types (Water not coming, Garbage not collected, etc.)

### 3.2 Download the template

Step 1: Find the Common Master section.

Step 2: Run the download cell.

Step 3: Open `Common and Complaint Master.xlsx` from the notebook files.

<figure><img src="/files/1leXL9P6Ub7kv1f1XUtK" alt=""><figcaption></figcaption></figure>

### 3.3 Fill Sheet 1: Departments & designations

<figure><img src="/files/7R0tLIUrzb8suOQjBkrC" alt=""><figcaption></figcaption></figure>

Example Data:

| Department Name\* | Designation Name\* |
| ----------------- | ------------------ |
| WATER DEPARTMENT  | engineer           |
| WATER DEPARTMENT  | manager            |
| WATER DEPARTMENT  | supervisor         |
| SANITATION        | engineer           |
| SANITATION        | supervisor         |
| ELECTRICITY       | technician         |

Important:

* You can add multiple designations for one department
* Department names must be EXACTLY the same spelling

### 3.4 Fill Sheet 2: Complaint types

<figure><img src="/files/5bbvUOl0X5T84K83pbsm" alt=""><figcaption></figcaption></figure>

Example Data:

| Complaint Type\* | Complaint sub type\* | Department Name\* | Resolution Time (Hours)\* | Search Words             |
| ---------------- | -------------------- | ----------------- | ------------------------- | ------------------------ |
| Water Issues     | Tap broken           | WATER DEPARTMENT  | 24                        | water,tap,broken         |
| Water Issues     | No water supply      | WATER DEPARTMENT  | 12                        | water,supply,no water    |
| Garbage          | Not collected        | SANITATION        | 8                         | garbage,waste,collection |
| Street Light     | Not working          | ELECTRICITY       | 48                        | light,street,bulb        |

Important:

* Department Name must match EXACTLY with Sheet 1
* Resolution Time is in hours
* Search Words help citizens find complaints (use commas)

### 3.5 Upload and process

<div align="left"><figure><img src="/files/royr1Z2L32BUYftQwroQ" alt=""><figcaption></figcaption></figure></div>

### 3.6 Check results

<div align="left"><figure><img src="/files/5RyL1ljNWMteiT7NavFl" alt=""><figcaption></figcaption></figure></div>

<div align="left"><figure><img src="/files/a9CeSm16AdBYz9aQ5Dux" alt=""><figcaption></figcaption></figure></div>


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