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

As an example, let's take a look at this 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. The math is done as follows:

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

Let's say an agent performs perfectly on the rubric, and goes far and beyond the standard guidelines. As a result, the grader rewards them the maximum bonus points (2).

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

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