Query Manager and Its Filters

Introduction

For every institute, it’s essential to keep track of the number of query tickets that have been created, how many have been closed, and the feedback provided by applicants. This is where Meritto’s Query Management System comes into play. It enables a detailed overview of queries, including those currently being handled by counsellors and those that have been successfully resolved.

Lets have a detailed walk through of Meritto's  Query Management System. But hold on. Before that you need to fulfil the below prerequisites. 

Prerequisites 

• The institute should have included the Query Management System as part of the package.
• Additionally, the user should have the ability to edit the query manager configuration from the settings.

After fulfilling the aforementioned prerequisites, proceed with the following steps to explore the Query Management System of Meritto.

Step 1: In the search bar located on the left-hand side of your Meritto portal, enter "Query Manager" and then click on "Manage Applicant Queries." Alternatively, you can search directly for "Manage Applicant Queries" and select it.



Step 2: Upon entering "Manage Applicant Queries," you will come across an information strip (as shown below), which provides a detailed overview of the ticket statistics.

Now let us go in detail the meaning of each terminology.

1. Total Tickets: The overall number of tickets received during the selected period.
2. Open Tickets:  The number of tickets that haven't been addressed within the chosen time-frame.
3. In Progress Tickets: Tickets that are still pending or being worked on at the end of the selected period, as they await feedback.
4. Closed Tickets:  The total number of tickets closed within the selected duration.
5. Feedback Note Given: The number of tickets without feedback from the applicant during the chosen time frame.
6. Positive Feedback: The number of tickets where the applicant has provided a feedback score of 4 and 5 [if configured as so in settings]
7. Negative Feedback: The number of tickets where the applicant has provided a feedback score of 1 and 2 [if configured as so in settings]
8. Neutral Feedback: The number of tickets where the applicant has provided a feedback score of 3 [if configured as so in settings]

NOTE:

• The neutral feedback won’t be visible on QMS if you choose not to configure neutral as a feedback option from settings. 
• The feedback score displayed in the tooltip will adjust based on the settings configuration. For instance, if a feedback score of 4 is marked as positive, it will appear in the positive category. Similarly, if it is configured as negative or neutral, it will be displayed in the respective category as per the settings.

Filters of Query Management System

Introduction

The filter feature in Query Manager allows you to apply search criteria to filter and view queries. This enables you to gain a clearer understanding of various aspects, such as the number of tickets raised within a specific time-frame, the first response from the user, and the most common categories of queries. 

Below you can see all the different types of filter options.

Let’s now delve into the specifics of what each filter option represents.

1. Select Form: Choose the relevant form associated with the query.
2. Payment Status: Determine whether the payment is approved or still pending.
3. Category: Filter queries by predefined categories, such as eligibility criteria or form corrections.
4. Assigned To: View queries assigned to a specific individual.
5. Status: Filter and organize queries based on their progress status, such as Open, Closed, or In Progress.
6. Created Date: Indicates the date when the query was initially created.
7. Updated Date: Reflects the date when the query was last updated from our side.
8. Last Replied By: Identifies the individual who last responded to the query.
9. Select Feedback: Filter queries based on the feedback provided post-resolution. This option is displayed according to the settings configuration.