Skip to content

Solver Management

The Solver Management module enables the admin to manage civic workers ("solvers") who are responsible for resolving complaints assigned to them.

✅ Core Capabilities for Admin

  • Add or register new solvers
  • View all solvers with status indicators (active, blocked, busy)
  • Track availability and workload
  • Assign complaints/tasks to solvers
  • Reassign or escalate tasks if needed
  • View performance metrics
  • Initiate payments or rewards
  • Block/unblock solver accounts

🧩 Key Tables

  • solvers
  • solver_profiles
  • complaint_assignments
  • solver_payments (optional, if integrated)
  • solver_performance_logs
  • blocked_users (generic or solver-specific)

🔄 Management Workflow

➕ Add Solver

🔎 Track Solver Availability

  • Display solver list with:
  • Current assignment count
  • Last active time
  • Location/zone (if applicable)

📥 Assign Tasks

  • Optionally filtered by:
  • Location
  • Category specialization
  • Availability status

♻️ Reassign or Escalate Task

  • Reassign if complaint not acted on within defined SLA
  • Escalate to admin-level solver (optional role)

⛔ Block / Unblock Solver

  • Admin can unblock if needed
  • Blocked solvers cannot log in or receive assignments

📊 Track Performance

Metrics shown per solver: - Number of complaints resolved - Average resolution time - Citizen feedback/rating (from complaint module) - Missed deadlines or SLA violations

💰 Initiate Payment / Reward (Optional)

  • Triggered monthly or per-task basis
  • Stored in solver_payments

🔗 Integrations

  • Complaint Module: For task assignments and updates
  • Notification Module: For task alerts and reassignment notices
  • Analytics Module: For performance reporting
  • Reward Distribution: If tied to top performers
  • Authentication: Solvers are a user type with distinct role

🧠 Future Enhancements

  • Geo-based solver assignment automation
  • Real-time location tracking during work hours
  • Smart workload balancing using AI
  • Direct messaging between admin and solver