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.