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Create Decision Matrices and an Expression Set to Calculate Complaint Resolution Priority

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Create Decision Matrices and an Expression Set to Calculate Complaint Resolution Priority

Create a decision matrix to map priority and completeness levels determined by the Calculate Complaint Resolution Score flow to numerical values for calculating the resolution priority of a complaint. Next, create another decision matrix to specify the weights that the expression set assigns to the priority and completeness values when determining the resolution priority of a complaint. Then, create an expression set from the Calculate Public Complaint Score expression set template.

Required Editions

View supported product editions.
User Permissions Needed

To create decision matrices and expression sets:

Rule Engine Designer permission set

Define Numerical Values for Priority and Completeness Levels

  1. From the App Launcher, find and select Lookup Tables.
  2. Click New, and then select Decision Matrix.
  3. Click Next.
  4. For Name, enter ParameterValues.
  5. For Type, select Standard.
  6. Save the matrix.
  7. On the Related tab of the decision matrix record page, select version 1 of the matrix with the name ParameterValues_V1.
  8. To define your input and output data, add columns to the matrix.
    1. Click Add Column. For Column Header, enter Parameter, for Header Type select Input, and for Data Type select Text.
    2. Click Add Column. For Column Header, enter SubParameter, for Header Type select Input, and for Data Type select Text.
    3. Click Add Column. For Column Header, enter Value, for Header Type select Output, and for Data Type select Number.
    4. Click Done.
  9. Add rows to map the high, medium, and low priority and completeness levels to numerical values. Here’s a sample set of input and output data.
    Input Data Output Data
    Parameter (Text) Subparameter (Text) Value (Number)
    Completeness Low 5
    Completeness Medium 8
    Completeness High 10
    Priority Low 5
    Priority Medium 8
    Priority High 10
  10. Save and activate the decision matrix.

Define Weights for Priority and Completeness

  1. From the App Launcher, find and select Lookup Tables.
  2. Click New, and then select Decision Matrix.
  3. Click Next.
  4. For Name, enter ParameterWeights.
  5. For Type, select Standard.
  6. Save the matrix.
  7. On the Related tab of the decision matrix record page, select version 1 of the matrix with the name ParameterWeights_V1.
  8. To define your input and output data, add columns to the matrix.
    1. Click Add Column. For Column Header, enter Parameter, for Header Type select Input, and for Data Type select Text.
    2. Click Add Column. For Column Header, enter Weight, for Header Type select Output, and for Data Type select Number.
    3. Click Done.
  9. Add rows to assign weights to the priority and completeness parameters. Here’s a sample set of input and output data.
    Input Data Output Data
    Parameter (Text) Weight (Number)
    Completeness 0.5
    Priority 0.5
  10. Save and activate the decision matrix.

Build an Expression Set to Calculate Complaint Resolution Priority

  1. From the App Launcher, find and select Expression Set Templates.
  2. Select Calculate Public Complaint Score.
  3. Click Save As, and then select New Expression Set.
  4. In the New Expression Set window, click Save.
  5. In Expression Set Properties, set a start date time, an end date time, and a rank.
    When more than one enabled version matches an expression set call and the date-time periods overlap, the version with the highest rank is chosen. For example, if two enabled versions have the rank values 1 and 2, the version with rank 2 is chosen.
  6. Save and activate the expression set.
 
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