There are different thresholds in goals that apply to incentive pay. That being said, we calculate repeat complaints the way we have always calculated repeat complaints. If the answer below does not answer your question, please reach out to the distribution director.
Repeat Complaints – Business Rules
1. Two complaints in 30 Days that are both “chargeable to performance”. For example, IC coded complaints are not included.
2. Complaint date is used, not “missing from” or “missing to”.
3. In many cases, if more than one complaint is charged, only one is a repeat that day.
4. Every Recovery Complaint is a repeat complaint, except if the RM is entered 30 or more days after the miss AND there have been no other complaints in the past 29 days.
5. For the NYT both a MC and MP may be charged, typically on a Saturday:
a. If there are no other complaints in past 29 days, then one of the two complaints will definitely be a repeat.
b. If there is another complaint in the past 29 days, then one of the two complaints will be a repeat.