Complaint Resolution Priority

Public Sector includes these components to help you calculate a complaint’s resolution priority.

• Update Complaint Summary and Resolution Priority: A record-triggered flow that runs when a public complaint is created or updated.
• Calculate Complaint Resolution Score: Update Complaint Summary and Resolution Priority calls this subflow that determines the priority and completeness levels for the complaint.
• Calculate Public Complaint Score: A Business Rules Engine expression set template to create an expression set from. The subflow calls the expression set with the priority and completeness levels. The expression set calculates and returns a resolution priority on a 100-point scale.

Here’s how the flows and the expression set calculate the resolution priority for a complaint.

1. When a complaint is created or modified, the record-triggered flow calls the subflow to get the complaint’s resolution priority.
2. The subflow determines the priority and completeness levels for the complaint. The completeness is based on the availability of a description, supporting evidence, and information about the parties involved. The priority and completeness levels have one of these values: High, Medium, or Low.
3. The subflow sends the priority and completeness levels to the expression set.
4. The expression set looks up the priority and completeness levels in a decision matrix and gets the corresponding numerical values. You can map the levels to suitable numerical values in the range 1 to 10 in the decision matrix.
5. The expression set converts the input values to a 100-point scale by multiplying them by 10.
6. The expression set calculates the weighted sum of the priority and the completeness values and returns the result to the subflow. You can specify suitable weights for priority and completeness in a decision matrix. The sum of the weights must equal 1.
7. The record-triggered flow gets the resolution priority from the subflow and updates the Resolution Priority field on the complaint record with the value.

Resolution Priority Calculation Example

​​Here’s some example data to illustrate how ‌a complaint’s resolution priority is calculated.

After the Calculate Complaint Resolution Score flow determines the priority and completeness levels, the levels are converted to numerical values for use in the expression set. Here are some sample numerical values for the priority and completeness levels.

Next, here are some sample weights to assign to priority and completeness in calculating the resolution priority.

The resolution priority is calculated using this expression. Resolution Priority = (Priority Value * 10) * Priority Weight + (Completeness Value * 10) * Completeness Weight

Here’s some sample data that shows how a complaint’s resolution priority varies based on the priority of the complaint and the availability of details such as complaint description, evidence, and complaint participant information.

For instance, for PC-0000000064, the resolution priority is calculated using this expression.

Resolution priority = (8 * 10) * 0.5 + (10 * 10) * 0.5 = 90

Use the flow and the expression set as a reference to set up your own mechanism for determining resolution priority. For example, build an expression set that considers additional factors such as the type of the complaint and the availability of supporting documents or media. Or create your own schedule-triggered flow to assign a resolution priority to existing public complaints so that you can rank them for processing.