Enterprise AI Administration
Governance & Lineage — Complaint rate
How this KPI is sourced, calculated, governed, predicted and acted on — one traceable chain.
Current value
1.4 / 1k
No stored target
Mission area
Customer Experience
Decision journey
Customer Experience
Source systems
0
Lineage path
From source system to value realization — counts of governed records linked to this KPI
- 0 Sources
- 0 Mappings
- 0 Variables
- 1 Formula
- 1 Rules
- 0 Models
- 4 Scenarios
- 3 Actions
- 1 Value records
Formula
Governed calculation for this KPI
Complaint Rate APPROVED
Complaints per 10,000 active subscribers
complaints / active subscribers × 10,000
Version 1.0 · Grain Region-month · Owner Head of Customer Experience · Sources: Trouble Ticketing, Contact Center
Source-to-target lineage
Source system, object and field feeding this KPI, and how each is transformed
No source mappings linked.
Business rules
Thresholds that escalate this KPI and the alert each raises
| Rule | Severity | Alert raised |
|---|---|---|
| Complaint Surge Rule +25% week on week | MEDIUM | Repeat contacts on billing |
Models
Predictive and simulation models used for this KPI
No models linked.
Governed variables
Model features derived from the source fields above
Scenarios
Stored scenarios for the Customer Experience journey
- Self-service shiftRECOMMENDED
- Add care agentsalternative
- Combinedalternative
- Base casebase case
Actions & value
Governed actions and value records for the same journey
- Launch self-care promotion in app and SMSHead of Digital · Not started
- Enable outage SMS triggers from NOCNOC Manager · Not started
- Weekly NPS pulse reviewCX Analytics · Not started
- Care cost reduction via self-serviceUSD 0.4M expected · USD 0.09M recorded actual — unverified · ON TRACK