How do Bonus Sections work?

Reward your agents for spectacular work using a bonus section

Written by Matt
Updated over a week ago

# 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.