What is a Bonus Section?

A Bonus Section will allows users to create a scoring section that can reward agents for going beyond the standard guidelines to ensure a customer is happy.

Points rewarded in a Bonus Section can exceed the maximum points or percentage allowed for the rubric.

In comparison, a Standard Section can be assigned point values that constantly increase the maximum value of the rubric.

Example of a Total Point Rubric with a Bonus Section

Let's take a look at this example Total Point Rubric:

Section

Maximum Points

Grammar and Tone

5

Product Knowledge

10

Problem Solving

15

Privacy and Security

5

Above and Beyond (Bonus Section)

2

The maximum score for this rubric (35) is calculated by adding the maximum points of non-bonus sections.

This maximum score is calculated as follows:

  • Maximum Score = Grammar and Tone + Product Knowledge + Problem Solving + Privacy and Security

Let's say an agent goes far and beyond for a customer. As a reward, the grader wants to provide bonus points to show that the agent has done a great job.

This grader would reward the maximum bonus points (2).

As a result, instead of just receiving 35/35 (or 100%) QA Score, 35/35 the agent now has a 37/35 (or ~105%) QA Score.

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