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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:

SBS Decision & Piloting Solutions > RCR (Recurring Complaint Rate) > image2017-12-13 16:14:53.png

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:

SBS Decision & Piloting Solutions > RCR (Recurring Complaint Rate) > image2017-12-13 16:16:27.png

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

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.