What is a Custom Weighted Sections Rubrics?

A Custom Weighted Sections Rubrics assigns each section of a rubric a percentage worth. All of the sections percentage worth added together would add up to 100%.

Here is an example of a Custom Weighted Sections Rubrics:

Section

Max Points Value

Max Percentage Value

Grammar and Tone

3

10%

Product Knowledge

10

30%

Problem Solving

5

50%

Privacy and Security

2

10%

In this example, each section has a maximum worth of what is listed underneath the "Section Percentage Worth" column.

Calculating Weighted QA Score

Let's say an agent scores in the following fashion on the test rubric

Section

Earned Points

Grammar and Tone

3

Product Knowledge

5

Problem Solving

4

Privacy and Security

1

To calculate the Weighted QA Score, you would do the following for each section:

  • (Earned Points in Section / Max Points Value in Section) x Max Percentage Value of Section

Section

Value of Section

% Worth

Grammar and Tone

(3/3) x 10%

0.1

Product Knowledge

(5/10) x 30%

0.15

Problem Solving

(4/5) x 50%

0.4

Privacy and Security

(1/2) x 10%

0.05

You would add up the % Worth column to then get the Weighted QA Score, which in this case is 70%.

In comparison, if you used the Total Score Rubric approach, where you would do:

  • Total Earned Points / Total Max Points Value

You would result in a QA Score 65%.

Testing a Custom Weighted Rubric

Once the custom weighted Rubric has been built in Maestro, users can grade a sample ticket to understand in practice how scoring works. In addition, we've built a Point Distribution Simulator spreadsheet to clarify how we calculate Rubric point distribution. Click here to access the file on Google Docs.

Note: Make a copy of the file to fill in the data according to the Rubric you have created.

Did this answer your question?