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Info
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titleReporting CoordinatorOwner Compaints
CRM Team
Laurence De-Zeeuw


Info
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titleD&PS Expert
EMEA: Stéphane Bourgeaud-lignot
NAM/LAM: Karina Tsuji
APAC: Lilian Cheong
Miriam Luttrin




General Description - RCR (Recurring Complaint Rate)

Recurring Complaint Rate, or RCR, is a calculation of how many complaints vs the total complaints are flagged in SFDC as "recurring". This is calculated by the following equation:
RCR = (# of Recurring Complaints / # of Total Complaints) x 100
The Recurring Complaint Rate by Month graph allows you to view your RCR based on a number of views (indicated in picture below. Use the cyclical to toggle the views or right click on it to select a view from the drop down:

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The RCR Details allow you to see details of the RCR indicator in table format. Use the cyclical to toggle the view of this table as well:

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Sources

 

Complaint: CRM Salesforce, BW, BI4
Order Lines:
WP1 data (BI4) = QV Complaint CRM by GBU CWWPPS 001
PF1 data (BW) = QVSD_BW_QRY_DBSDSO14_0001



Info
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titleAuthorization & Rights
Authorization & Rights
All the accesses must be validated by:
GBU CRM Champions
or
GBU Quality Manager
Click here for the Access form to get access to Analytics.
Access Rights and Dashboard Entry Points - Click here for descriptions.