Solution Architecture

Below is a high-level architecture diagram of the complaint resolution system:

The diagram below shows a detailed component breakdown:

Workbench UI

The workbench provides a UI interface to create, search and edit master data for all services on the DIGIT platform. It works with MDMS v2. For more information on the workbench, please refer here.

Employee Service & UI (HRMS)

Used to create, edit, search & map employees to roles. Roles are defined as master data. The GRO, CSR & LME roles in PGR are assigned to employees. For more information, please see the employee service.

Inbox Service (v2)

The inbox service is used by the complaints system to populate employee inboxes with the correct action items requiring their immediate action pertaining to complaints. Inbox (v2) works against ElasticSearch indexes, which are populated by the Complaints service. The query is written as a configuration and stored as master data.