What is a Total Point Rubric?

A Total Point Rubric determined the maximum QA Score by adding together all the maximum points of each section. Then, the QA Score is determined by dividing the maximum points by the points the agent earned.

As an example, Rubric A is structured in the following fashion:

Section

Maximum Points

Grammar and Tone

5

Product Knowledge

10

Problem Solving

15

Privacy and Security

5

The maximum amount of points on the rubric is 35 points.

Calculating the QA Score

Let's say that an agent was scored on this rubric, and this is how their rubric looked:

Section

Points earned

Grammar and Tone

3

Product Knowledge

5

Problem Solving

8

Privacy and Security

5

This would mean that the agent earned a total of 16 points.

To calculate the QA Score for this agent, you would take the sum of the agent's points earned (21) and divide it by the maximum points in the rubric (35).

This would result in a QA score of 60%.


Factoring in "N/A" options into the QA Score

There are times when a criteria does not fit the purpose of the ticket, and in these cases, it may be relevant to use "N/A".

When a grader selects "N/A", this effectively removes the criteria from consideration towards the total QA score.

As an example, let's re-use the table from above, but instead of the agent scoring perfectly on the "Privacy and Security" section, the grader marked it as "N/A" instead.

The maximum QA Score of the rubric is now 30, and now the QA Score is 16/30, which is roughly 53%.

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